Canon UK is looking for talented people to join us at an exciting time for our business, as we enter into a period of accelerated growth and development. Do you have the skills and aptitude we’re looking for? Are you looking for a new challenge? Do you want to work for an organisation that values your contribution and rewards you accordingly? If the answer is yes, please read on…Responsible for the delivery of the end to end review service to contracted customers, identifying operation and continual service improvement to these accounts while maintaining Canon’s profitability. To provide reporting on the Service Level Agreements (SLA) and to escalate as appropriate when the SLAs are exceeded. Proactively deliver Canon Services such as eMaintenance, IMACDs requests and Single Point of Escalation (SPOE). The role supports directly aligned accounts and indirectly aligned accounts where a Client Service Manager manages the account.
Responsibility for the Escalation and Operational support of Canons MPS Core customers. To act as a 1st line support for assigned customer queries, to include but not limited to service escalations, billing queries and IMAC task coordination. To facilitate resolution of these queries by liasing with the relevant internal function and 3rd parties in a timely and cost-effective manner to meet customer expectations. Proactively deliver Canon Services such as eMaintenance, IMACDs, Single Point of Escalation (SPOE) and Customer Reporting Service. In conjunction with Sales create, build and present customer reporting information for assigned core accounts. Support the field-based Client Services teams where applicable. To provide reporting on the Service Level Agreements (SLA) and to escalate as appropriate when the SLAs are exceeded. Develop and implement operational improvements that will provide a positive experience for all clients, and support profitable growth for Canon.
What we give With Canon, you'll get the support and encouragement you need to grow, from people who share your ambition. We'll invest in your professional development to help you learn and progress in your role with us. You'll find leaders who give you the freedom to explore new things and a team where knowledge is shared openly.
At Canon we have a clear vision: to be committed to creating a more inclusive and equitable culture where employees are valued and can thrive personally and professionally.
Canon also has a strong commitment to sustainability, encompassed by our Kyosei philosophy of living and working together for the common good, focused on reducing our environmental impact and creating opportunities to make positive social contribution.
- Pay – Competitive salaries that are regularly benchmarked against similar roles and reviewed annually.
- Learning & Development – As a Company that encourages continuous learning you will always have resources and support available.
- Work & Home Life Balance – We support with a minimum of 25 days holiday per year, holiday purchase and a flexible working policy.
- Diversity – We are an organisation that delivers on a global scale, striving to create a diverse and empowered workforce that reflects the communities we serve.
- Health & Wellbeing – Free private healthcare, an Employee Assistance Programme, partnership with Mental Health First Aid UK with a network of mental health champions and discounted rates to Nuffield Health Gym.
- Employee discount – Up to 38% off products from our Canon store.
- Some other Benefits – Generous Pension, Canon Awards, Discount cards, Cycle to Work scheme, Season ticket loans and charity volunteer days.
What we ask
- Effectively and efficiently manage the delivery of contracted services to the account within SLA’s via as laid out in the clients Operations Manual, for directly assigned accounts and indirectly assigned accounts where the Client Services Manager manages the account
- Analysis of fleet performance using internal reporting tools, creation of the Service Review documentation for periodic reviews for presentation to the client, including, where applicable Monthly Summaries. For Skype delivered reviews this would be the responsibility of the MPS Fleet manager.
- Proactively identify service improvements and sales opportunities in assigned accounts to ensure long-term growth of account revenue/margin streams. Where applicable implement improvements and document in Operations Manual and review slides.
- Proactively manage eMaintenance status of assigned accounts, resolve communication issues with the Customer and Service, provide regular statistics for monthly and periodic reviews.
- Single Point of Escalation/ Contact (SPOE/SPOC) for assigned customers. Acts as the key stakeholder and communicates effectively with the customers and internal teams.
- Monitors and manages IMACD service requests from either the client or internal stakeholders to maintain optimum fleet capacity following the defined Change Management process
You will needAs the Client Services Executive, you will possess the following skills and expertise;
- Educated to Further/Higher Education level and/or substantial experience in Customer service delivery or key account management
- Experience of dealing with customers over the phone
- Experience in delivering long term dedicated service delivery role
- Can demonstrate an ability to adapt communication style and techniques to ensure that complex information can be easily understood by a non-technical audience
- Experience in issue resolution whilst maintaining a high level of customer satisfaction
- Excellent verbal/written communications & presentation skills
- Demonstrated ability to coordinate and influence cross-functional work teams toward task completion
- Proficiency in Microsoft Office applications, in particular Excel
Further InformationSalary – £30,632- £32,334
Location – Stockley Park, Birmingham, Warrington
No Agencies please