Senior Customer Project Manager (Telecoms - PBX - Fixed Line)

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Senior Customer Project Manager (Telecoms - PBX - Fixed Line)

We are actively looking to secure a Customer Project Manager to join Experis as one of our expert consultants, delivering services to our clients.

Experis Consultancy is a Global entity with a well-established team with over 1000 consultants on assignment across 20 clients globally. Our UK operation is growing and has very aggressive plans for expansion over the coming years. We form part of the Manpower group of companies that turn over $20 billion a year collectively.

Experis UK have partnerships with major clients across the UK spanning multiple industries; our approach is a very personal one, with both our clients and our own employees. We are passionate about training, technology and career development.

The Role:

Frequent internal and external customer contact is a feature of this role, as well as being an inspirational leader to a growing team of Project Managers. This role is responsible for resource planning to meet work volumes to ensure the team meets customer commitments, key KCI points are met, with objectives centered on meeting financial, people and customer satisfaction targets.

Key Responsibilities:

* To own the customer relationship through a team of field based Customer Project Managers.

* To demonstrate good knowledge of processes across functions and its customer base.

* To build and maintain internal relationships across our own organisation and with the Sales teams.

* To demonstrate awareness of strategy and good knowledge of unit strategy.

* To act as coach on techniques for dealing with customer issues at each stage of the customer interaction and implementation.

* To ensure quality compliance targets are met for own team and to meet stretching people related targets.

* To communicate operational plans as it applies to the team, report on productivity and other measures as required.

* To act as the first escalation point for customer complaints/issues made during customer implementation and retain ownership until resolution.

* To be responsible for resource planning and capability matching within their team.

* To own and develop the Customer Relationship with their designated customer-base and to deliver excellent customer satisfaction during implementation. This is measured via a post implementation customer survey.

* To own the customer relationship at "peer level" or higher within the customer organisation,

* To manage Service Delivery and Reporting, as well as to build and enhance a mutually beneficial relationship.

Key Skills & Experience:

* Demonstrable experience as a line manager in a telecoms service / billing environment, excellent coaching skills and experience of dealing with people performance issues.

* Strong influencing, negotiating and communication skills internally and externally with partners and suppliers at different levels with the organisation. uncompromising in delivering quality

* Able to work with cross-functional teams and setting best practice processes to ensure a robust implementation operation

* Possess first-rate organisational skills including resource planning to include capacity management and performance enhancement

* Analytical - able to interpret data/reports to ensure that you and your team are delivering a best-in-class operation and to agreed SLAs/KPIs and to identify areas for improvement and potential risks/issues. Have an eye for detail.

* Customer management skills, including handing escalations.

* Good IT, including experience of using CRM systems / Communication competencies in one or more field, to provide the necessary guidance and input during customer service impacting issues.

* Confident in presenting to large groups.

* A quick learner with an independent, proactive working style.

* Confident and assertive and confident to challenge ideas in a non-confrontational way.

* Ability to make timely decisions which are sound and well thought through.

Essentials Skills:

* At least 3 years' experience in a similar role

* Mobile or PBX delivery experience gained in either of leading provider of Mobility or PBX's

* Experience of successfully managing and developing people in multi-disciplined environment

* PRINCE 2 desirable

* SIP Qualifications desirable

Interested candidates should submit their CV in the first instance. For more information, please contact Gemma Grayson via