210424-en_GB
Life on the team
Customer Quality Specialist
Based from Any UK Computacenter Site - Hatfield, London, Reading, Manchester, Edinburgh, Nottingham, Milton Keynes
Provide independent quality expertise to review, support and improve current customer service delivery for Technology Sourcing customers and services
Identify and implement improvements in customer service delivery using quality data indicators. It includes prioritising customer engagement, collaborating with customer teams, reviewing current service delivery, and designing improvements with an end-to-end approach.
The role also involves validating the effectiveness of improvements, securing agreement on new approaches, supporting implementation with training and documentation, driving adherence to new methods, measuring improvement impact, and sharing best practices and training opportunities.
What you’ll do
Uses in-depth process, system knowledge and expertise to:
- Identify improvement opportunities using quality data indicators at a customer level
- Prioritise customer engagement based on customer service and cost to serve impact vs effort
- Collaborate with customer teams to undertake discovery, root cause analysis and understand customer commitments
- Review and document as-is service delivery
- Identify, design and document improvements with E2E ‘to be’ approach including assessing the changes or improvements to the cost model
- Validate end to end effectiveness of the improvements, including test ahead of implementation
- Secure agreement to new approach and support customer team with the implementation of change including training, documentation and post change ‘hypercare’ support
- Drive adherence to new delivery approach
- Baseline as is and measure improvement impact post change
- Collaborate with account teams and customers to support change controls
- Input into GTS Quality Management System identifying themes of improvement
- Feedback recurring themes for potential generic improvement to System Engagement and / or Process Excellence teams
- Share best practise findings into future GTS Service Designs
- Share training opportunities with the Operational Business Support & Development Team
What you’ll need
Essential:
- Experience and expertise in core enterprise systems including Salesforce and SAP
- Champion of MS Office capabilities
- Growth mindset actively looking for new ways of working and embracing new technology
- Strong customer focus with experience of customer remediation and improvement plans
- Knowledge of quality approaches and motivated by operational excellence
- Good experience in project management including PRINCE2 or equivalent qualification
- Demonstrates value creation and market orientation in identifying problems, prioritising alternatives and implementing solutions
- Good knowledge of end-to-end supply chain and cross departmental interdependencies
- Excellent record of stakeholder engagement, securing collaboration and effective communication
- Proven analysis skills
- Understands the factors, priorities, and demands that influence business decisions
- Promotes focus on simplifying complex solutions and processes
- Experience of successfully supporting teams through change
- Excellent written and spoken English.
- Willingness to travel
Desirable:
- Computacenter experience in internal processes, systems, tools and platforms
- French and/or German language skills
Critical success factors:
- Deliver successful customer improvement projects
- Achieve measurable benefit realisation
- Positive customer and employee experience feedback through improvement activity
- Secure an effective and positive network across the GTS functions
Current information for our applicants
We have made our application and recruitment process virtual, we are excited to bring talent like you on board to join our growing teams within Computacenter. Our recruiters remain available to you should you have any questions. We are looking forward to getting to know you!
