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
Service Manager with Smart DCC
Hybrid Working from London.
Competitive Salary plus benefits
The Role
The DCC is seeking a passionate, highly skilled, and solution-orientated Service Account Manager for an exciting opportunity to work within a talented and dynamic team. This exciting role is for someone who thrives in an energetic, technical, and challenging environment.
The Service Account Manager will 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. The Service Account Manager will support DCC in driving maximum customer value from our services, by developing, implementing, and presenting service improvement plans that deliver positive outcomes against the demands of its Users, whilst also reflecting the business requirements of the Smart Energy Code (SEC) and Retail Energy Code (REC).
The Service Account Manager will have a good understanding of the technical aspects of the DCC Network infrastructure, and where appropriate, be able to constructively challenge Service Users, Programme Managers, Suppliers and the wider DCC on KPI achievements, service performance and best practice.
The Service Account Manager will be expected to work closely with a variety of internal and external Industry liaison teams, these functions will include BEIS, OFGEM & GEMSERV.
The Service Account Manager will be a pivotal figure in the delivery of excellent customer service, whilst supporting the DCC senior team in driving down cost for both industry and end consumers.
What will you be doing?
Manage multiple accounts through developing positive working relationships with all customer touch points.
Managing and owning customer behaviour through constructive challenge across varied stakeholder groups
Accountable for driving excellent customer relationship management and advocacy.
Work collaboratively with the Data and Core Operations teams with the ability to determine root causes for customer success or failure and drive proactive requirements for service enhancement and development as needed.
Proactively plan and prepare for engagements & service reviews with customers through analysis, industry insights with clear and concise reporting with recorded documentation.
Proactively align to the holistic view of the DCC and industry roadmap, ensuring value and customer benefits are established through synergies.
Effective management and response to customer concerns to maintain and develop good customer relationships.
What are we looking for?
Manage the B2B Service Account in a complex multi-supplier environment.
Build relationships gaining trust through strong communication, expectation setting and completion of planned deliverables.
Demonstrate excellent stakeholder management through effectively engaging and influencing a variety of audiences at all levels of business
Be outcome driven, with the expectation to challenge our internal and external stakeholders, to enable the desired output.
Ability to prioritize multiple responsibilities, balancing customer deliverables on multiple initiatives/projects as well as internal obligations.
Demonstrate excellent report writing and data manipulation skills, with the ability to present across industry at all levels.
Have sound commercial understanding, with cost to serve and cost of failure methodology.
Develop initiatives which provide continuous tactical and strategic service improvements, cost to serve, stakeholder satisfaction, regulatory, governance and security.
Proactively Identify and resolve issues relating to services, systems and processes
Demonstrate problem-solving skills and lead support teams through the service users point of view and aims, to deliver a mitigation plan and assist in resolution.
Interpret complex technical data into clear and concise tailored communications, with demonstrable evidence in influencing and persuading senior stakeholders where required.
Positively challenge customer perception, behaviour and status quo.
Lead and drive tactical interventions to help users mitigate service issues as they arise.
ITIL Foundation

COMPANY BENEFITS:

The DCC’s continued success depends on our people. It’s important to us that you enjoy coming to work, and feel healthy, happy, and rewarded. 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 there are any questions you’d like to ask before ing, please contact Jessica Day or complete your application, so we can learn more about you. Your application will be carefully considered, and you’ll hear from us regarding its progress.
Join the DCC and discover the power of you.
What to do now
Choose ‘ now’ to fill out our short application, so that we can find out more about you. If you have any questions you’d like to ask before ing, please contact Jessica Day.
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

Please refer the Job description for details