Field Customer Service Manager

North builds stronger networks and creates smarter places. Our intelligent technology solutions and robust network infrastructures transform the way people, places, and organisations work. And we focus our expertise on working in three specialist sectors: public services, enterprise & data centres, and defence & justice.

Our people are industrious and inventive. We collaborate closely with our clients to understand their unique needs and challenges and take pride in delivering impactful solutions that make their environments better connected, simpler to manage, safer to be in, and more efficient to run.

The work we do at North is pioneering and fun. We build meaningfully, we think bigger, and we always advance. Our diverse range of customers and services make every day different. We always look at things from the customer’s point of view. Our values are know your craft, know your colleagues, know your customers and know how to connect.  At North, we know and value the power of connecting people, skills and technologies in new and exciting ways.

North’s Field Services function delivers the contracted managed services that underpin many of our customer relationships: these cover customer network monitoring, planned preventive maintenance, repairs, and small works projects. Consequently, our Field Services colleagues hold many important customers relationships and are responsible for ensuing that North’s reputation and brand for high quality, flexible, service is enhanced. In addition, from these relationships comes business opportunity and customer insight.

Field Services operate via 3 tiers of customer. ‘Gold’ customers have named account &/or service managers within the relevant Sector who oversee the smooth running of the relationship; ‘silver’ customers are potentially large growth accounts however we don’t currently have the account management resource assigned; ‘bronze’ customers are typically smaller and there is a mutually beneficial transactional service relationship in place.     

As Field Services Customer Manager you will be responsible for our Silver customers, and in particular the Facilities Management customer organisations. For these customers, the role will include

• Accountability for overall relationship & customer engagement
• Service levels & service experience received – including hitting all contractual SLA’s
• Production of service & delivery reports 
• Ensuring that the operating environment is safe for all – including North colleagues – and that all Health & Safety protocols and all customer site standards are understood and adhered to
• Account development: this may be via:-
• extending North’s remit &/or scope;
• increasing ‘share of wallet’ where the customer uses other suppliers in addition to North;
• finding new large project opportunities;
• stakeholder mapping and making relevant introductions
• Obtaining market intelligence through research and customer or industry contacts. 
• Working with the Sectors when large opportunities are identified to ensure that the required technical and sales resource is assigned.

For development purposes the following knowledge, skills and experience are required.

• Technical

  • Strong PC skills with working knowledge of MS office applications, databases and business portals.
  • Extensive knowledge and understanding of the Safety and Security environment and market in line with British  and NSI standards.
  • Experience in Service management support and delivery.

   

  Non-technical

  • Excellent communication skills, both written and verbal, as the role requires the ability to liaise multiple levels of authority internally and externally.
  • Customer focussed and strong relationship building skills. 
  • Ability to confidently express opinion, negotiate, steer and influence others to point of closing sale.
  • Highly motivated and target driven.
  • Ability to work under pressure in a fast-paced environment.   
  • Appreciation of business processes, procedures and best practice to carry out effective audits. 
  • Good marketing knowledge is beneficial.

North rewards employees with a competitive market salary and an excellent benefits package and offers fantastic opportunities for progression throughout the company. Further details of package on offer will be discussed at application stage. North is an equals opportunity employer, we celebrate diversity and are committed to creating an inclusive environment for all employees.