Customer Services Specialist

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.

What we give

With Canon, you'll get the support and encouragement you need to grow, from people who share your ambition. We'll invest in your professional development to help you learn and progress in your role with us. You'll find leaders who give you the freedom to explore new things and a team where knowledge is shared openly.

In addition to a salary of between £27,798 - £29,342 depending on experience. We have recently implemented a new range of flexible benefits including a strong contributory pension plan, private healthcare, life cover, an Employee Assistance Programme plus employee discounts on Canon products.

Canon also champions hybrid working and a flexible working policy, with a minimum of 25 days holiday per year. Lastly, you'll find that Canon encourages continuous Learning and Development with a wide range of resources and support available on demand

With Canon, you'll get the support and encouragement you need to grow, from people who share your ambition. We'll invest in your professional development to help you learn and progress in your role with us. You'll find leaders who give you the freedom to explore new things and a team where knowledge is shared openly

What we ask

As our Customer Services Specialist, your key responsibilities and tasks are:

• 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 operations

Carries out a range of activities owned by the retained Customer Services organisation, prioritising each according to SLAs

You will need

As the Customer Services Specialist, you will possess the following skills and expertise:

• Minimum of two years recent operational experience working in an in-house or outsourced Customer Services team
• Capacity to work in an environment focused on superior customer service and continuous business performance improvement.
• An appreciation of outsourcer workplace culture differences and how this can affect the operational work outcomes.
• Excellent communication skills – verbal and written.
• High level of attention to detail and accuracy in written communication.
• Task and goal orientated,with high energy levels and a sense of urgency with the ability to prioritise issues.
• Strong analytical and problem-solving skills.
• Excellent Time Management skills.
• A sound level of business comprehension.
• Outstanding team player that is committed to taking on challenges and who is passionate about achieving the desired results.
• A willingness to learn.

• You will also show:
• Act as a Team Player
• Apply high standards of Accuracy
• Create Solutions to Problems
• Drive for Results
• Focus on the Customer

Further Information

Salary - £27,798 - £29,342

Location – Stockley Park
No Agentcies Please

Canon is an equal opportunity employer. Canon recruits, employs, trains, compensates and promotes regardless of race, religion, national origin, sex, disability, age, veteran status or other protected status as required by law.
At Canon we have a clear vision: to be committed to creating a more inclusive and equitable culture where employees are valued and can thrive personally and professionally.
Canon also has a strong commitment to sustainability, encompassed by our Kyosei philosophy of living and working together for the common good, focused on reducing our environmental impact and creating opportunities to make positive social contribution.