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Customer Relationship Assistant Manager 1

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Date: 10-May-2022

Location: Houston, TX, US, 77077

Company: Lloyds Register

Job ID:36440
Location:Houston : 1330 Enclave Parkway  
Position Category:Administration/Business Support
Position Type:Employee Regular

Customer Services Assistant Manger
A knowledge specialist in the field. Takes responsibility for delivery in this area and may be responsible for managing a small team.
Business Support Specialist
Business Support Family
Co-ordinate the Customer Services team ensuring a positive customer journey, from planning to certification production through to invoice. / Co-ordinate accounts to ensure a positive customer journey.
Co-ordinate and develop the Customer Services team including appropriate recruitment, performance management and learning and development opportunities, to ensure that the team achieve or exceed business objectives.
Co-ordinate (team) service delivery of designated customer accounts from planning to certification production through to invoice, in line with or ahead of agreed business SLAs (ensuring that utilisation for FTE colleagues vs subcontractors is optimised across the team and that travel time, assessor competencies/ activity codes, usage of subcontractors are taken into account).
Ensure team collaboration across all SDS teams, escalating and/or delegating tasks as required. Encourage and take ownership for resolving customer queries escalated from other SDS teams.
Encourage the team to demonstrate exceptionally strong client facing capabilities and behaviours with a keen focus on customer service quality.
Coordinate workflow / the team to champion customer needs and to anticipate customer complaints to support a positive experience.
Coordinate the promotion of the portal by engaging with colleagues to ensure that clients can use all aspects of the tool and that basic queries can be managed through it.
Responsible for co-ordinating the team to record information fully and accurately in BA&IS systems (in line with internal procedures, contractual requirements, cost structures and budget constraints) within or ahead of agreed SLAs to support smooth delivery of resource and invoicing.
Take responsibility for (team) service delivery. Build and maintain excellent relationships by proactively working to fulfil customer expectations, ensuring contractual requirements are understood and refer opportunities for new business as appropriate.
Responsible for the escalation of service delivery issues within or ahead of agreed SLAs. Monitor team delivery aligned to agreed KPIs.
Identify and support with the implementation of change to meet future business needs and to support operational excellence.
Mentor team members and share knowledge of BA&IS's products, processes and designated customers. Communicate planned changes/ SDS initiatives across the team.
Maintain an excellent understanding of BA&IS products, services, systems and processes as a role model for the team. Share best practice initiatives with other teams/colleagues across SDS to support and ensure a high level of service provided to all BA&IS customers. Interface with the Quality Assurance and Governance dept to ensure compliance with external accreditation requirements.
LR Behavioural CompetenciesCoreTeamwork - G3 Actively includes, engages and supports others Communicating & Influencing - G3 Tailors and structure communication to specific audiences to engage and inspireCustomer Focus - G4 Works across the business to deliver a seamless customer experienceDelivering Results - G3 Plans and prioritises workload to ensure goals/targets are achievedProblem Solving - G3 Assess problems and develops pragmatic solutions FlexibleCommercial Acumen, Setting Direction and Professional Expertise
Suggested Development Activities Learning Academy Courses- Management Fundamentals- Managing Teams Remotely - Licence to HireCareer Box Options- Management Skills Insights - Self Assessment- Communicating effectively as a leader - Video- Leading a successful meeting - online course- Are you an emotionally intelligent boss - Article- Team Building Techniques - online course- Managing Talented People - Learning Bite- Managing Multi-cultural Teams - Article

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