Partnership Solutions Centre Manager

Manage, motivate and empower the Partnership Solutions Team to deliver exceptional customer service as a dedicated contact, provide clear communication and deliver an excellent customer journey. Ensure order to cash process is achieved in a timely manner which include, orders, bookings, variations, completions, and invoicing are accurate and completed in a timely manner. To develop and maintain relationships with the key stakeholders in sales, Masterdata and finance teams whilst delivering desired KPIs performance., * Creating a strong relationship with Internal Teams and Partners

• Create a culture of high performance, accuracy and excellent customer service
• Create, implement, monitor and proactively react to live analytical data across the teams to ensure excellent customer service
• Understanding the end-to-end VPS process from enquiry to invoice
• Manage, monitor and measure the performance of the Partnership Solutions Team
• Line management of the Partnership Solutions team
• Structured daily, weekly, monthly team briefs
• Creating customers and service lines reporting packs
• Daily, weekly, monthly team performance reports
• Recruit, induct and develop new starters
• Coach, mentor, develop talent and succession planning
• First point of contact for key customers responding within agreed timescales and delivering customer expectations
• Working closely with colleagues throughout the business providing daily support where required
• Develop and maintain an excellent knowledge of all the products and services offered by VPS
• Capture all customer sales, site and billing contact names, addresses and phone number
• Record the accurate customer account and suboffice for each individual customer request
• Understand and record accurate customer scope of works
• Accurate administration of quotes, customer purchase orders, order variations and order completions
• Real time customer updates for all required stages via portals, emails or phone
• Adherence to “No PO No Work” customer list
• Recording all outbound communications history and customer responses on our systems
• Effective escalation of issues where appropriate to ensure customer request is resolved
• Effective complaints resolution adhering to company process
• Effective communication with internal and external stakeholders
• Effective prioritisation and time management
• · Supplying product and service literature to customers
• · Effective escalation of issues, SLA & quality of services from Partners
• · Effective support with invoice enquiries
• · Effective triage management of customer enquiries
• · Facilitating of customer portals to manage from enquiry to order
• · Effective triage management of customer enquiries
• Ad hoc duties as and when required by the business

• Computer literate, possession of basic computer skills
• Proficient with MS Office (Word, Excel)
• Proficient in using Internet
• Strong knowledge of the social housing sector
• Supply chain management knowledge, however, not essential
• Excellent interpersonal communication skills
• Well-presented and takes personal pride in achieving goals
• Willingness to learn and participate and undergo development and training
• Dependability, reliability and flexible approach to work
• Ability to work as part of a team in delivering an excellent service to VPS customers and other VPS departments
• Fast, accurate worker with good personal organisation, * Ability to demonstrate the last 5 years work/education history and be willing to undertake advanced level screening BS7858., * Managerial: 2 years (required)
• Managing a team: 1 year (required)
• Customer Service: 2 years (required)

Pulled from the full job description

• Referral programme
• Life insurance
• Free parking
• Company pension
• Cycle to work scheme
• On-site parking, * Company pension
• Cycle to work scheme
• Free parking
• Life insurance
• On-site parking
• Referral programme