AddressCustomer Operations Manager - Construction Systems Project Management and Delivery
£48,000 - £58,000 Depending on experience + comprehensive benefits.
Liverpool, Merseyside, Northwest - Hybrid, 3 days in the office a week, 2 days at home.
Applause IT are looking for a Customer Operations (Project) Manager to join a leading Construction Security Access and Workforce Management Systems company. Your role will be crucial in guaranteeing the seamless and effective provision of services to the company's clientele. You will serve as the primary point of contact for the company's customers, ensuring they receive exceptional customer service. We are seeking an individual with outstanding abilities in project management, process improvement and customer service.
The Role:
- Overseeing the complete project delivery process, guaranteeing compliance with schedules, budgets, and quality benchmarks, while comprehensively strategising and supervising resource allocation.
- Effectively collaborating with cross-functional teams, across Sales, Customer Success, Procurement, and Product teams.
- Develop and uphold team KPIs, to enhance performance in areas like project delivery, project budgets, and client satisfaction.
- Oversee the Customer Service Desk team, monitoring and evaluating the performance metrics of the service desk, and efficiently and professionally address any customer concerns (all is running smoothly here).
- Supervise the Engineer and Factory Team, ensuring the delivery of consistent service, and closely monitoring performance to identify areas for improvement and implement necessary changes (this team modify and configure hardware ready for install).
- Establish strong customer relationships, by comprehending their requirements, organising frequent meetings to evaluate service quality, and resolving any issues they may have.
- Regularly evaluate and enhance service delivery procedures and incorporate best practices to streamline operational processes.
- Create a motivated team environment, offering direction and support, and recognising the requirements for training and chances for enhancing the team's skills.
The successful Customer Operations Manager should have:
- Prior experience in a service delivery or comparable leadership position in the construction sector, with a good understanding of customer service and project management principles and methodologies.
- Demonstrated strong leadership abilities, including successful team management. Current team is 5 direct reports and 13 indirect reports.
- Exceptional communication and interpersonal skills, enabling the establishment of strong relationships and the influence of stakeholders at various levels.
- Customer-focused approach and a track record of providing outstanding customer service.
What's in it for you?
- Flexible Hybrid Working
- 25 Days Annual Leave, increasing with length of service.
- Purchasing Annual Leave Scheme (up to 5 additional days)
- Vitality Health Insurance
- 5% Company Pension
- Life Assurance (4 x salary)
- Income Protection
- Cycle to Work Scheme
Our client is essentially looking for a seasoned Project Delivery Manager with Construction background, process improvement and coaching skills. Some skills can be taught if you think you only have most of this. Please do still apply. Customer Success obsession is essential though.
If this role is of interest, please APPLY now!
Customer Operations Manager - Construction Systems Project Management and Delivery
£48,000 - £58,000 + comprehensive benefits.
Liverpool - Hybrid, 3 days in the office a week, 2 days at home.
