Client Service Manager

Location: Dublin
Closing date: 12th December 2023
 

Why this job matters

As Client Service Manager, you will have overall accountability for the service relationship of your assigned customers on behalf of BT.  You will be accountable for the performance and governance of services for your customers. You will lead the way in setting and executing the service strategy for your customers and creating stand-out quality customer experiences to inspire loyalty. This role will be based in Dublin, and will be field and office-based (requires a driving license).

What you’ll be doing

•    Overall accountability for the service relationship within a defined client base
•    Deliver the service vision & strategic direction across assigned contracts
•    Create and execute a customer experience plan to drive improvement and satisfaction across all areas of the contract
•    Ensure delivery of contractual SLA performance, with right first time milestones
•    Review, govern and report on service performance directly to customers and internally
•    Build and broaden partner relationships with key customer contacts, colleagues and external suppliers 
•    Lead virtual teams responsible for delivering service for your assigned client base
•    Lead internal and customer-facing operational and service reviews
•    Represent as voice of your customer across the business
•    Drive escalations through to final resolution on behalf of your customer

The skills you’ll need

Problem SolvingCustomer ExperienceEscalation ManagementCommunicationCustomer Relationship Management

What we'd like to see from you

•    Experienced in managing customer relationships at senior levels (mandatory)
•    Experienced in leading virtual teams in the management of client contracts (mandatory)
•    Demonstrates proactivity and resilience (mandatory)
•    Experienced in delivering service excellence for dedicated accounts (mandatory)
•    Client service management experience on complex contracts (preferred)
•    Experienced in setting a service strategy on client contracts (preferred)
•    Experience delivering reports and presentations to customers (preferred)

Benefits

BT Ireland has recently received accreditation as a “Healthy Place to Work” by the Healthy Place to Work Institute.

We’re committed to providing great rewards to the people who drive our success. That’s why we go out of our way to offer all our employees a range of benefits that reflect the full value of their skills, experience, and qualifications. 

As you grow and develop, your benefits will grow with you. What shape they take all depends on what direction your career takes. 

• Encouragement of Flexible working 
• 10% annual on-target bonus
• 6% employer contribution to the BT Ireland Pension Scheme to plan for your future financial health
• Healthcare cover for you to plan for your future health whilst participating in our wellness programme with a calendar of activities
• Life Assurance from 1st day of employment (4 times basic salary)
• Permanent Health Insurance cover (income continuance) 
• 25 days of holiday entitlement, and the opportunity to buy up to five more days every year
• There’s also great support for working parents including pay whilst on maternity, adoptive, and paternity leave
• Free broadband if our service is available at your address
• Opportunity to buy BT shares, and share in our future success with tax-advantaged employee saving plans
• Opportunity to take time off for volunteering, and we’ll help with your fund raising too
• Subsidised sports and social club
• Please check out our diversity and inclusion information section to learn about BT Ireland’s passion and commitment to D&I

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.

 

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

 

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