Customer Services Specialist

at  Canon

Canon UK is looking for talented people to join us at an exciting time for our business, as we enter into a period of accelerated growth and development. Do you have the skills and aptitude we’re looking for? Are you looking for a new challenge? Do you want to work for an organisation that values your contribution and rewards you accordingly? If the answer is yes, please read on…
This is an exciting opportunity to join a global organization as a Customer Services Specialist responsible for the day-to-day operational management of assigned functions with our outsource partners. This includes indirect management of team leaders within our outsource partners, to drive SLA and process adherence.

• Supports the Service Outsourcing Manager with the ongoing optimisation of the Services and Support outsourced operations for all aspects of the Canon business through involvement in multiple improvement projects.
• Guards the overall operational performance of the outsource partners and ensures that all necessary targets and goals are being achieved by both internal and external parties. In cases where this is not happening, raises the issue via appropriate channels to ensure adequate and speedy resolution.
• Act in the capacity of Subject Matter Expert, both of procedures and systems utilised by teams within your sphere.
• Work with outsource partner to ensure smooth implementation of all agreed process changes. Ensure that all process changes are approved and documented.
• Respond to and resolve enquiries, complaints or requests that are escalated through the outsource partner and via internal stakeholders, ensuring a high level of customer service is maintained. Review each for process and performance improvements.
• Identifies gaps in training received by all applicable outsource partner staff and ensures that these are adequately picked up by the necessary training resources.
• Ensures all outsource partner policies and procedures are fully documented, up-to-date and clearly communicated to all necessary staff. This includes any new procedures which need to be created or implemented as a result of a business requirement.
• Ensures processes and procedures are being followed and applied consistently across all outsource partner operation