Client Service Manager

Job Req ID:  5256
Posting Date:  04-Mar-2023
Function:  Corporate Functions

Grand Canal Dock, Dublin, Ireland

Salary:  Excellent salary and benefits

Closing Date: 05/03/2023


About BT

In Ireland, we operate globally and deliver locally, serving multinational corporations, indigenous exporters and public sector organisations in every segment of the Irish economy, as well as other major communications providers through our wholesale channel. Our portfolio is a powerful combination of cloud services, global networking, IT integration, carrier voice and data services, contact centre solutions and professional security expertise, enabling customers to solve complex business communications requirements on a global scale.

The role:

The role holder has overall accountability for the service relationship of your assigned customers on behalf of BT.  You will be accountable for the performance and governance of services for your customer. You will lead the way in setting and executing the service strategy for the customer, creating stand out quality customer experiences, broadening and deepening relationships with your customers and colleagues to drive customer satisfaction and inspire loyalty. 


Your core duties include:

• Deliver the service vision & strategic direction across assigned contracts

• Accountable for customer experience & delivering a customer experience plan to drive improvement across all areas of the contract

• Ensure delivery of contractual SLA performance, RFT milestones & improve overall customer satisfaction

• Build & maintain strong relationships with internal & external suppliers

• Leadership, development & motivation of virtual teams responsible for delivering service for your clients

• Review and report on service performance direct to customers and internally


Skills required:

• Clear written and verbal communication

• Relationship building

• Emotional Resilience

• Teamwork

• Virtual team management 

• Proactivity


Experience required:

• Client service management experience on complex contracts – Preferred

• Experience of managing customer relationships at Senior levels – Mandatory

• Experience of leading virtual teams in the management of client contracts – Mandatory

• Experience of setting a service strategy on client contracts – Preferred


Benefits include:

• We contribute with you to the BT Ireland Pension Scheme to plan for your future

• We provide healthcare cover for you to plan for your future health

• We also provide Life Assurance from 1st day of employment – which is 4 times basic salary

• In addition to holiday entitlement (25 days per annum) you’ll have the opportunity to buy up to five more days every year

• Free broadband if our service is available at your address


What happens next?

This advert closes on 05/03/2023, after which the hiring manager will review all applicants and provide feedback.


Interested? Don’t miss out. Click apply now and submit your details.