Senior Service Manager

Salary: Competitive

Position: Senior Service Manager with Smart DCC

Location: London or Manchester

Role:

The DCC is seeking a passionate, highly skilled and solution-orientated Senior Service Manager for an exciting opportunity to work within a talented and dynamic team. This senior role is for someone who thrives in a highly dynamic, technical, and challenging environment.

Responsibilities include:

1. Serve as the primary relationship owner for an assigned group of top tier service user accounts, managing and strengthening customer relationships through proactive customer management.
2. Develop and implement service improvement reviews/plans that meet the demands of Users and reflect the business requirements of the Smart Energy Code (SEC) and Retail Energy Code (REC).
3. Prepare and deliver effective client presentations, including weekly and monthly account status, results, and plans to internal stakeholders.
4. Identify new service improvement opportunities by partnering with wider DCC teams to increase customer satisfaction and drive down costs.
5. Drive a deep understanding of customer experiences/needs to mitigate potential risks before they become issues.
6. Operate at a strategic level across a complex landscape to ensure high-quality service delivery and improvement of customer service.
7. Constructively challenge industry, suppliers, and DCC colleagues on service implications, considering commercial and financial consequences.

What will you be doing?

1. Manage multiple accounts; develop positive working relationships with all customer touchpoints.
2. Potential line management responsibility, managing up to 6 Service Managers.
3. Drive excellent customer relationship management and advocacy.
4. Work closely with Data and Core Operations teams to determine root causes for customer success or failure.
5. Partner and influence internal cross-functional teams to understand customer goals and key performance metrics.
6. Drive improvements against known customer issues, ensuring accountability for delivery.
7. Leverage technical tools and quantitative data.
8. Proactively plan and prepare for engagements with customers through analysis and reporting.
9. Lead industry change through robust planning and thought leadership.
10. Manage customer activity with CRM tools for maximum efficiency and visibility.
11. Provide input on service process and customer experience improvements.
12. Focus on maintaining superior customer service levels and operational excellence.

What are we looking for?

1. Dynamic personality able to engage and influence various audiences at all levels of a business.
2. Experience in managing regulatory relationships across the industry.
3. Strong focus on relationships, able to gain trust through communication and expectation setting.
4. Proven problem-solving skills and ability to lead teams through root cause analysis.
5. Business acumen and sound decision-making skills in a technical environment.
6. Excellent stakeholder management and ability to prioritize multiple responsibilities.
7. Passionate about driving customer excellence and challenging the status quo.
8. Experience in a Senior client-facing environment and knowledge of Smart Energy Code.
9. Understanding of Customer Experience principles and frameworks.
10. Background in the energy or telecommunications industries.

About the DCC:

At the DCC, we believe in making Britain more connected, so we can all lead smarter, greener lives. Each person at the DCC brings a special kind of power to the business, and if you join us, we'll give you the means to unleash yours.

Company Benefits:

The DCC's continued success depends on our people. In this role, you'll have access to a range of benefits which you can choose from to create a personalized plan unique to your lifestyle.

If you have questions before applying, please contact .

What to do now:

Choose 'Apply now' to fill out our short application. DCC is committed to ensuring an inclusive and accessible recruitment process.