What you’ll be doing:

• Accountable for the end to end Service Request process performance on the contract and supports In- Life and Project requests coordinating with Project and Programme Managers, Design and Sales/Contract Management
• The role has a strong impact on both customer experience and contract financial performance and is critical for customer experience, service performance and revenue growth
• Manage complex commercial aspects of Service Request Management
• Act in support of the contract’s sales and business development strategy as applicable
• Deliver and Implement jeopardy management and reporting against contract SLAs
• Coordinate a team of Service Request Coordinators including managing work allocation
• Support contract set-up including knowledge share with teams as well as set-up and configuration of systems and tool
• Manage complaints and issues, qualify customer requests and direct them to the right process and team
• Home office is available in this role depending on further agreement

What you need to have:

Soft skills:

• Ability to meet the customers’ needs in line with the business requirements
• Communicating effectively and efficiently while adapting to your audience and getting the message through as intended
• Taking the responsibility and taking care of the consequences of making a decision
• Ability to find root causes of problems and to focus on their quick and efficient solution

Professional skills:

• Excellent knowledge of the company’s products and service, strong SRM, L2C knowledge
• Risk management – identifying, flagging and managing risks overarching the wider Service Request process or the contract support team
• Ability to manage technical, project and commercial discussions (including negotiations and advice) and problems with the customer and the other departments
• Ability to lead and manage complex processes across teams and business units

Language skills:

• English on a fluent level
• Spanish on a fluent level

What we offer:

• Competitive salary & benefit package
• Wide range of training & learning opportunities
• Long-term career opportunities
• Great, people-focused company culture