Customer Liaison Manager

Job title:

Customer Liaison Manager

Company

Bell Integration

Job description

Overview:Bell Integration has been in the business of helping companies establish, maintain and grow their IT services since 1996. Our team of hardworking professionals deliver Bell Integration’s multiple services all over the world, and they do it with unmatched efficiency and enthusiasm.We continue to grow and have over 900 permanent staff employed at our offices in London, Portsmouth, Wokingham, Glasgow, Hyderabad, US, Slovakia and within many of our customers’ sites. Our heritage is in helping businesses to operate their critical technology in a more cost-effective manner, while improving effectiveness in areas such as customer engagement and operational responsiveness.Acting as the customers focal contact into Bell you will be responsible for ensuring that all aspects of the service delivered to the customer is clearly understood and delivered accordingly. This may include the support teams’ performance, stakeholder management, service level performance and reporting. Customer satisfaction, communication and accurate planning is key to the success of this role. Responsibilities:Service TransitionThe Customer Liaision Manager may be asked to suport new customers and/or service transition activities taking services into support and continuing to manage throughout its term. This could include the following activities:

• Working alongside the customer to understand exactly what service is required.
• Relaying the requirement to the relevant parts of the business
• Assisting with the Design and Implementation of the service.
• Act as the focal point of contact and working with all impacted departments to ensure support readiness and accuracy.
• Reporting progress to key stakeholders in a timely manner.
• Reporting progress to the customer

Service Delivery

• Managing the relationship with clients to ensure expectations are managed and exceeded.
• Ensure service delivery is monitored effectively and that identified actions to maintain or improve levels of service are implemented.
• Investigating, reporting, and resolving customer satisfaction issues
• Communication of all service-related matters to the customer and internally
• Creation of customer service reports as required.
• Establish a thorough understanding of the customers business, environment, staff, and strategies – identifying opportunities for further growth of service(s)
• Interfacing with the internal leadership team to ensure awareness of changing business needs, communicate regarding current performance of the service and routine reporting
• Ensure compliance to Service Management processes and procedures
• Understanding and maintaining information related to the impact on the Customer’s business of any outages (such as upcoming critical periods or key events etc.
• Working closely with the Sales team and the assigned Account Director / Manager; conduct analysis of demand for services, influencing stakeholders to ensure necessary investments are made to deliver services

LeadershipThe Customer Liaison Manager will need to be a high achuever and present leadership qualities to the customer

• Leadership, mentoring and support to resources to ensure overall success of the service engagement
• Foster and promote continuous improvement, demonstrating appropriate background and service-related experience

Qualifications:

• Experience within a service delivery /operations capacity
• Excellent communication, presentation, facilitation, and negotiation skills are required for this role
• A track record of developing strong client relationships, across all levels of an organisation, and a focus on customer satisfaction and improving services
• Demonstrable people management experience, leading, and motivating successful teams
• Self-motivated and flexible and able to work well with multiple service deliverables
• Open to new ideas and adaptable to customer, team, and organisational requirements
• Ability to travel to customer sites is essential

What we care about:At Bell, we believe that we are stronger together, and promote an open, collaborative culture where everyone is encouraged to be involved in the shaping of our business.We value diversity!We seek to employ a workforce representative of the markets that we serve and work hard to ensure that all of our staff have the opportunity to thrive within a friendly and inclusive environment.Why join Bell:Why join bell:

• We prioritise internal development opportunities and offer access to our Udemy training platform with over 5000 training courses
• Competitive Salary
• Flexible remote working
• A generous company pension
• 25 days annual leave entitlement plus bank holidays and the option to purchase 5 extra days!
• Healthcare and dental insurance
• Life assurance
• Cycle to work scheme
• A diverse and inclusive work culture
• Modern vibrant workplaces
• Exclusive discounts with major retailers, discount gym memberships and access to our wellness centre

Expected salary

Location

Portsmouth

Job date

Sun, 18 May 2025 06:58:09 GMT

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