CenturyLink SR CUSTOMER SUPPORT MANAGER in London, United Kingdom

About CenturyLink

CenturyLink at http://www.centurylink.com/ (NYSE: CTL) is the second largest U.S. communications provider to global enterprise customers. With customers in more than 60 countries and an intense focus on the customer experience, CenturyLink strives to be the world’s best networking company by solving customers’ increased demand for reliable and secure connections. The company also serves as its customers’ trusted partner, helping them manage increased network and IT complexity and providing managed network and cyber security solutions that help protect their business.

Job Summary

In line with ITIL Best practice and CenturyLink’s own Customer Experience initiative the Customer Support Management function should be responsible for SLA management and driving Continuous Service Improvement.

The Customer Support Management team is responsible for the management of a portfolio of customers with the objective of improving customer satisfaction to drive better customer retention and maximise revenue opportunities.

Job Description

  • To be the Customer Advocate - Responsible for championing the 'Customer service Experience' of client within CenturyLink for PS funded accounts.

  • Ensure that the contracted services are provided in accordance with service level agreement.

  • Attend and chair Service Review meetings with customers and document meeting actions.

  • Document and Maintain Customer Information Guides for customers

  • Provision of customer reporting in accordance with service levels

  • Responsible for ensuring routine Service Performance & Reason for Outage reports are produced & delivered to customers in accordance with Service levels and customer requirement

  • Responsible for handling customer disputes and complaints and ensuring that suitable response is forthcoming and appropriate to customer requirement

  • Escalate any Operational issues where they may not be being resolved to Customer satisfaction.

  • Ownership of Service Improvement Plan and the tracking and reporting on progress against the SIP to the client and CenturyLink executive sponsors

  • Continuous Improvement - Proactively work with the Problem Management Team and other CENTURYLINK departments to identify trends and improvements in services for customer experience.

  • Manage the development of customer relationships with CENTURYLINK Operations so that processes are understood between the two companies.

  • Responsible for customer training on My Level3 Portal and upkeep of customer accounts.

  • Responsible for raising, monitoring and management of Credit and Debt on accounts

  • Work with billing and credit control to ensure credits are raised timely and accurately, Minimising where relevant service credit payments.

  • In conjunction with Credit Control work with the customer to ensure that contracted payment terms are adhered to.

  • Identify opportunities for account development and revenue growth within the account

  • Build excellent relationships with customers to optimise potential of account development

  • Produce internal management reports to track account status and issues

  • Raise cease orders when required

  • Monitor the accuracy of customer inventory through My CenturyLink portal. Compile and review bespoke customer inventory in line with contract and /or PS engagement where required

  • Obtain visibility of new sites and services, by building relationship with CCM

  • Attend ad-hoc customer meetings as and when required in accordance with contract / customer requirements

  • Protect PS MRR by ensuring all elements of the SOW are delivered along with demonstrating value for money, through the Continual Service Improvement section of the monthly service report.

  • Develop Customer processes to enhance working practices

  • Where applicable work on customer site to enhance customer relationship.

  • Lead Global relationship with Large Enterprise / Carrier or Government account

  • Lead a team of Customer Support Managers with the objective of improving customer satisfaction and increasing customer retention.

  • Act as senior escalation point where applicable, for Service Management issues.

  • Represent CenturyLink at Senior Management engagements

  • Work with Sales Leads to ensure Customer Support engagement is correctly deployed.

  • Assist Account teams in bid processes for new clients as appropriate

Qualifications

Customer Support Managers must have as minimum ITIL V3 Foundation qualification and must have knowledge of industry standards and best practices such as ISO20000.Be able to apply understanding of CenturyLink products, with particular emphasis on SLA's.

Education Level: Bachelor's Degree

• Field Of Study: Business

• A combination of education and experience is acceptable.

• Attention to detail with good organizational capabilities.

• Ability to prioritize with good time management skills.

Key Skills:

  • Be able to resolve problems with initiative and creativity

  • Be able to resolve conflict situations

  • Strong analytical skills

  • Have good interpersonal and communication skills

  • Good organisational skills

  • Possesses good analytical acumen and competent user of MS Office Suite

  • Able to present to senior management and / or large audiences

Education

Associates or Equivalent in Information Systems or General Studies

Bachelors or Equivalent in Business or Other

Alternate Location: UK-Basingstoke-Redwood; UK-London-Fleet Place

Requisition #: 208756

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

We are committed to making reasonable adjustments to the recruitment process for people with disabilities. If there is anything we can do to help you, please let us know

We are committed to providing equal employment opportunities to all persons regardless of race, religion, colour, sex, age, disability or sexual orientation or any other status protected by local or national law. We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. We participate in the A-Check Pre-employment Screening Program or the Electronic Employment Verification Program, depending on location.

This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at http://find.centurylink.jobs/testguides/