Contact Center Manager jobs in United Kingdom

Every minute of every day, Smiths Detection’s threat detection and security screening technology helps to protect people and infrastructure, making the world a safer place.

Smiths Detection, part of Smiths Group is a global leader in the development, manufacture and management of security and detection solutions designed to make the world a safer place. Our technology provides threat detection and screening solutions for customers in our key markets: aviation, ports and borders, defence, and urban security.

Our expertise spans 21 global offices, seven manufacturing sites and five R&D centres, with a global network of 3,000 dedicated colleagues contributing towards over 40 years at the frontline of advances in safety and security.

This results in careers built on variety and the opportunity to work on a range of state-of-the-art solutions, where you can develop your knowledge and experience every day.

Service Operations is a critical part of the infrastructure in Smiths Detection. The role is situated inside the Service Global Back Office team, within one of the workstreams that support the Aftermarket business & Service Operations.

This role is hybrid, 2-3 days a week from home.

As a Service Back Office Specialist (Contract Administrator) you will play a role supporting Smiths Detections strategic objectives around Accelerating Growth, Effective Execution and our People, contributing to significant lasting change and overall customer experience.

The primary role requires the processing of administrative tasks in the relevant workstream, working with other workstreams and cross functions where required to set up the field delivery team for successful execution

Generic Duties:

• Manage and resolve workstream issues timely to ensure on-time delivery and flawless quality.
• Manage and resolve workstream issues in SAP and / or ServiceMax to ensure accurate data that ensures a “no fault forward” approach that allows the Field Delivery team to execute efficiently.
• Process workstream requirements in accordance to Smiths guidelines, policies and standard work.
• Liaise with relevant internal and external parties to manage and resolve all issues relating to service fulfilment.
• Complete workstream requirements timely, following up as necessary to ensure delivery execution is timely and accurate for pipeline management.
• Resolve complaints & issues effectively as required.
• Ad-hoc tasks as assigned by the supervisor/management
• Supporting the Service Back Office strategic approach and within workstream execute the continuous improvement plan (CIP).
• Support system and process enhancements to improve the tools and the quality of the process.
• Be part of the team that measures and manages improvements through standard KPI’s and improvement plans.
• Participate in cross-workstreams and / or cross-functional initiatives or projects as required.

Specific Duties:

• Manage Service contracts in ServiceMax
• Liaise with Aftermarket Sales and Order to Invoice teamsto ensure seamless execution of the process in compliance with standard work and corporate policies

Preventative Maintenance Plans:

• Working alongside the Contract Team to ensure quality of the process.

• Demonstrable experience within Sales & Service Order Administration.
• Proven ability to collaborate with key stakeholders.
• Working experience on SAP and ServiceMax.
• Overall understanding and experience relating to the end-to-end Service processes across Aftermarket and Service Delivery.
• Demonstrable experience of continuous improvement and the Living Lean principles.
• A high level of attention to detail.
• Demonstrate a collaborative approach by working openly with others both internally and externally to achieve overall customer satisfaction.
• Strong analytical and problem-solving skills.
• Strong oral and written communication skills both technical and user focused.
• Competence and Abilities:
• Self-motivated and pro-active and able to work on own initiative without close supervision.
• Ability to train & mentor others.
• The ability to make good judgements using the information available and making effective timely decisions in line with the business processes

With colleagues stretching across the globe, we are proud of our diversity. To foster inclusivity, we run employee resource groups (ERGs) to provide a safe space for employees to connect and support each other. Our cross-business ERGs include Veterans, Pride Network, Black Employee Network, Women@Work Network, and Neurodiversity.

Across our company, we recognize excellence, culminating in the Smiths Excellence Awards, our annual celebration of the most extraordinary activities, people, and projects that best showcase our strengths and help drive our business forward. We announce these on our annual Smiths Day, a global celebration of Smiths around our network.

Join us for a great career with competitive compensation and benefits, while helping engineer a better future.

We believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardless of color, religion, sex, sexual orientation, gender identity, national origin, economic status, disability, age, or any other legally protected characteristics. We are proud to be an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity.

At no time during the hiring process will Smiths Group, nor any of our recruitment partners ever request payment to enable participation – including, but not limited to, interviews or testing. Avoid fraudulent requests by applying jobs directly through our career’s website (Careers - Smiths Group plc )