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FISH4JOBS

Salary

From £1 to £1 per year + Salary from £40k plus car allo...

Location

London

Job term

Permanent

Job hours

Full time

One of the UK's most respected media organisations seeks an experienced Customer Service Development Manager to identify and deliver a range of continuous service improvement initiatives across the operation with key focuses on customer contact and customer experience.

They will be responsible for drawing on rich insight and to work collaboratively with the wider organisation and stakeholders to develop intelligent service initiatives. They will have end to end delivery responsibility from opportunity identification to business case development, from prototyping and testing to roll out. The role will also involve working alongside the clients marketing partner to ensure that the organisation continues to deliver a consistently branded service, which lives up to its promise to customers whist achieving a number of critical success factors including revenue generation and operational efficiency.
* Working with colleagues across Insight and Service Development, the wider client operation and key partners to interrogate analytics and define areas of opportunity.
* Planning and designing individual projects and effective monitoring against agreed plans.
* Ownership of project governance including project plans and management of stakeholders, budgets, risks and issues.
* Ensuring effective, cross organisational communication.
* Designing and implanting pilots
* Concept prototyping
* Matrix management of operational resource
* Regular progress reporting into programme governance.




The successful candidate will:
* Hold a professional project management accreditation (e.g. PRINCE2).
* Have extensive concrete experience of managing projects in a large scale, complex business (e.g. utilities, FMCG etc)
* Have recent concrete examples of project management in a customer led environment (e.g. customer services, sales, and marketing)
* Have concrete examples of prototyping and piloting


Have concrete examples of project set up/business case creation (i.e. from idea stage through)
* Have a good knowledge of current and emerging service design techniques.
* Be self-reliant and capable of managing their time to often tight and conflicting deadlines, knowing when to escalate where necessary.
* Be comfortable working in virtual, collaborative teams where a confident style needs to be balanced with diplomatic sensitivity.
* Have experience of successfully managing end to end delivery of innovative change projects
* Have experienced in managing high-quality work from others.




This role will be based from our London offices but with require travel throughout the UK





Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.