The role of the Enterprise Customer Service Manager is to lead the Customer Experience of our biggest clients. This is a senior role within Talk Talk Business Direct and is critical to our success as we continue to improve how we manage our customers and remain their trusted telecom partner. We are looking for a talented individual who wants to develop their career in Customer Experience and can grow with us.

The role will lead a team of 12 across Customer service agents & Enterprise Service Managers with direct responsibility for the day-to-day management and the ongoing improvement program for customer experience within our Enterprise Division.

The individual will have a positive mindset alongside good experience in identifying trends and faults that affect our customers, suggesting improvements and delivering those into the department. Most importantly we are looking for someone who owns the service experience of our most valued customers, becoming a customer champion and delivering a great experience in complex and pressurised environments.

You will be accountable for the customer experience, and relationship management related to end-to-end customer journeys. The role is also accountable for managing the overall base to ensure the customer has full visibility of all their assets in our systems to give a clear view of how their services are performing.

• Accountable for the E2E customer journeys across your allocated customer base.

• Brings new ideas and ways of working that positively benefit our customers

• You will be expected to define the customer experience measurement and realise action plans to address problem areas and make improvements.

• Accountable for building relationships with your key customers, from provisioning manager to director level within TalkTalk Business Direct, outsource partners and the customer organisations.

• Responsible for defining the right performance metrics/KPI’s across your area to ensure maximum output and streamlined ways of working.

• Responsible for defining and shaping the agent performance and quality metrics/KPI’s.

• Lead, motivate and manage teams of up to 10+ delivery co-ordinators and 4+ Service Managers to ensure performance is at the optimum level.

• Be the customer champion on all service issues, clearly articulating what the customer needs, and what you need to enable a great customer experience.

• Responsible for developing great relationships with different functional areas, most notably: Sales, Service Management, Technology, Project Management & Key partners.

• Accountable for weekly/monthly reporting into your line manager and in the weekly trading & business meetings at team manager level up to Director Level.

• Responsible for owning all Customer complaints and working with the relevant departments to successfully deal with the issues right through to resolution.

• Responsible for supporting all Critical care plans, ensuring all departments are held accountable.

• Communicate with internal departments and external networks to rectify problems and offer solutions, whilst maintaining view of the committed SLA.

• Accountable for all credits raised along with full timeline route cause analysis.

• Full understanding of all the Talk Talk products our customers have within their base.

• Accountable for all in life Customer queries and Service Management workstreams.

• Overseeing performance management tracking SLA's, KPI's and targets on an individual and team basis – Measure, review and develop improvement actions and deliver feedback accordingly.

• Experience in the Telecoms market is an advantage but overall, we are looking for a leader who champions customer experience and can demonstrate previous success

• Must have in-depth knowledge and experience of managing internal and external suppliers and customers.

• Must have strong People leadership experience managing Operational/Service teams.

As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.