Senior Service Manager

at  Data Communications Company

We are Smart DCC
Together we’re building a greener tomorrow
Connecting every home and business to a single, secure smart meter network is a huge undertaking. So you can imagine the scale – and variety – and opportunities for the people who’ll help us do it.
The role
Senior Service Manager with Smart DCC
(Internally advertised only until 1st November 2024)
London or Manchester
Competitive Salary plus benefits
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 exciting senior role is for someone who thrives in a highly dynamic, technical, and challenging environment.
Serve as the primary relationship owner for an assigned group of top tier service user accounts with responsibility for managing and strengthening customer relationships through proactive customer management. Ensure we drive maximum customer value from out services by developing and implementing service improvement reviews/plans that meets the demands of its Users and reflects the business requirements of the Smart Energy Code (SEC) and Retail Energy Code (REC)
Prepare and deliver effective client presentations, including weekly and monthly account status, results and plans to internal stakeholders. Regularly evaluating quality of content being presented to customers.
Identify new service improvement opportunities by partnering with wider DCC teams to aid in increasing customer satisfaction, advocacy and driving down cost for both industry and the end consumers. Drive a deep understanding of your customers individual experiences/needs to head off potential risks before they become issues.
As a Senior Service Manager, you will have to operate at a level that provides and drives a strategic view across this complex landscape combined with the determination to absorb a significant amount of information to ensure high quality service delivery and improvement of customer service is achieved.
You will have a good appreciation of the technical aspects of the infrastructure, and where appropriate constructively challenge industry, suppliers and DCC Colleagues on service implications, considering both commercial and financial consequences/constraints.
You will have senior experience of IT Account Management best practice from a comparable environment; it would be advantageous to have gained this experience within the energy sector.

What will you be doing?

• Manage multiple accounts; develop positive working relationships with all customer touch points
• You may have line management responsibility, managing up to 6 Service Managers
• Drive excellent customer relationship management and advocacy.
• Work closely with the Data and Core Operations teams to determine root causes for customer success or failure and drive proactive requirements for service enhancement and development as needed
• Partner and influence internal cross-functional teams to understand customer goals and key performance metrics and identify opportunities on how you can exceed them
• Drive improvements against known customer issues, ensuring the right stakeholders are held to account to deliver go to green plans
• Leverage technical tools and quantitative data
• Proactively plan and prepare for engagements with customers through analysis, industry insights and reporting
• Lead industry change through robust planning and thought leadership
• Manage customer activity with CRM tools (where applicable) for maximum efficiency and visibility, with carefully executed follow-up to closure on open issues
• Provide input on service process and customer experience improvements
• Focus on ensuring we maintain superior customer service levels, operational excellence, and strategic insight

What are we looking for?

CAPITA OPPORTUNITY STATEMENT:

The parent company, Capita Plc*, are a leading UK provider of technology enabled business services. We’re supporting and improving the lives of millions of people every day and we can only do this with the right people in place, working towards a shared goal. We encourage an open, honest working environment where everyone can be true to themselves, and people are valued for their differences. We’re always challenging each other to learn and improve, because we know when we work together, we can deliver better outcomes. We work across such a huge range of businesses and sectors, that you’ll have the opportunity to grow and develop your career in any number of directions. You’ll also become part of a network of 63,000 experienced, innovative, and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do deliver. Our purpose is to create a better outcome for you.
Smart together
Our values and behaviours
Make a difference
We believe in our purpose. Together, we work as one team, always looking for ways to improve and support DCC’s role in a low-carbon future.
Act with integrity
We treat everyone with kindness, consideration and respect. We keep our promises to our customers. And if something doesn’t feel right, we speak up.
Be accountable
You can depend on our word. We’re clear about our roles and we take the initiative, while respecting the processes we have in place.
Rewards & Benefits
Get perks that work
Personal Development
Our training and development opportunities help you be your best self – from regular 1-2-1s all the way up to professional qualifications.
Group income protection
Provides a continuous income if you’re unable to work due to illness or injury for more than 26 weeks.
Pension Plans
Our Capita Choice partners will match the salary contributions you make to your pension up to 5%, depending on your plan and time with us.
Flexible Holidays
Need more time off? Increase your standard 25 days of leave by buying extra to rest, spend time with family or satisfy your wanderlust.
Cycle to Work Scheme
We’re big on keeping things green. If you want to cycle to work, we’ll loan you the gear through salary sacrifice to make it tax-efficient.
Flexible working
As we all transition to a new normal, we can help you find the hybrid working pattern that suits you and your team best.
Additional Benefits
Add more to your core
Unmind
Travel season ticket loan
Bonus
Medical cash plans
Life cover
Charity days
Childcare vouchers
Health screening
RAC discount
Vision Express discounts
Mobile phone discounts
Discounted gym membership
Retail and leisure discount

• Manage multiple accounts; develop positive working relationships with all customer touch points
• You may have line management responsibility, managing up to 6 Service Managers
• Drive excellent customer relationship management and advocacy.
• Work closely with the Data and Core Operations teams to determine root causes for customer success or failure and drive proactive requirements for service enhancement and development as needed
• Partner and influence internal cross-functional teams to understand customer goals and key performance metrics and identify opportunities on how you can exceed them
• Drive improvements against known customer issues, ensuring the right stakeholders are held to account to deliver go to green plans
• Leverage technical tools and quantitative data
• Proactively plan and prepare for engagements with customers through analysis, industry insights and reporting
• Lead industry change through robust planning and thought leadership
• Manage customer activity with CRM tools (where applicable) for maximum efficiency and visibility, with carefully executed follow-up to closure on open issues
• Provide input on service process and customer experience improvements
• Focus on ensuring we maintain superior customer service levels, operational excellence, and strategic insigh