Senior B2B Service Manager
Working in bpPulse is more than a just job, we have a stronger purpose. Our network chargers at people's homes and in the public aim to convert people to electric cars, which will impact all our health and planet positively.
We are growing rapidly and so is our customer base. We are transforming and shaping the EV charging experience. We want to deepen the relationships with our B2B customers and be there for them when they need us.
We are looking for a Senior B2B Manager to help us deliver an excellent level of service to our B2B customers, partnering with our Account Management function and working alongside our Network Team to deliver seamless service.
Key Responsibilities & Tasks:
* To work alongside the Head of Customer Operations and Head of Account Management to create and operate the B2B service team, agreeing FTE, processes and procedures to best deliver the required service to our B2B customers
* Work with the Data and Analytics Team to create a dashboard and MI reporting for our B2B customers
* Create the process for maintaining and managing the warranty and maintenance agreements.
* Ownership of the RFID administrative process, for our pulse network
* Handling first line escalated complaints from our B2B customers in tier 2 and 3
* Process CYC fault enquiries, liaising closely with the bpp Customer Operations Team.
* Actively monitor the CYC platform to raise fault tickets and schedule repairs where necessary
* Create quotations for repair and liaise with customer with a view to converting as many CYC posts to Pulse as possible
* Proactively target high value CYC post locations for conversion to Pulse
* Respond to CYC customer enquiries, liaising with network and installation teams to facilitate repairs or replacement
* Providing coaching and training to B2B service team
* Suggesting and implementing improvements to the B2B service procedures, policies and standards for the Customer care team
* Provide segmentation reports to the Leadership Team in relation to KPIs, conversion rates and risk analysis
* To manage the B2B service team including, 121's, scheduling, performance management, including absence management, recruitment and appraisals
We are growing rapidly and so is our customer base. We are transforming and shaping the EV charging experience. We want to deepen the relationships with our B2B customers and be there for them when they need us.
We are looking for a Senior B2B Manager to help us deliver an excellent level of service to our B2B customers, partnering with our Account Management function and working alongside our Network Team to deliver seamless service.
Key Responsibilities & Tasks:
* To work alongside the Head of Customer Operations and Head of Account Management to create and operate the B2B service team, agreeing FTE, processes and procedures to best deliver the required service to our B2B customers
* Work with the Data and Analytics Team to create a dashboard and MI reporting for our B2B customers
* Create the process for maintaining and managing the warranty and maintenance agreements.
* Ownership of the RFID administrative process, for our pulse network
* Handling first line escalated complaints from our B2B customers in tier 2 and 3
* Process CYC fault enquiries, liaising closely with the bpp Customer Operations Team.
* Actively monitor the CYC platform to raise fault tickets and schedule repairs where necessary
* Create quotations for repair and liaise with customer with a view to converting as many CYC posts to Pulse as possible
* Proactively target high value CYC post locations for conversion to Pulse
* Respond to CYC customer enquiries, liaising with network and installation teams to facilitate repairs or replacement
* Providing coaching and training to B2B service team
* Suggesting and implementing improvements to the B2B service procedures, policies and standards for the Customer care team
* Provide segmentation reports to the Leadership Team in relation to KPIs, conversion rates and risk analysis
* To manage the B2B service team including, 121's, scheduling, performance management, including absence management, recruitment and appraisals