Senior Customer Service Delivery Manager

Job Description:

Bertelsmann is a media, services and education company that operates in about 50 countries around the world. It includes the broadcaster RTL Group, the trade book publisher Penguin Random House, the magazine publisher Gruner + Jahr, the music company BMG, the service provider Arvato, the Bertelsmann Printing Group, the Bertelsmann Education Group, and Bertelsmann Investments, an international network of funds. The company has 117,000 employees and generated revenues of €17.1 billion in the 2015 financial year. Bertelsmann stands for creativity and entrepreneurship. This combination promotes first-class media content and innovative service solutions that inspire customers around the world

Salary: Up to £58,000 p.a

Location: East Mids, Derby site

Hours: 40 hours per week

Arvato is a global leader in customer experience, business process outsourcing and digital transformation. We partner with some of the world’s most recognisable brands to deliver exceptional customer service at scale. As we continue to grow, we are seeking an experienced Senior Customer Service Delivery Manager to lead operational excellence across our client accounts and ensure that our service teams deliver outstanding results.

• Lead, manage and develop customer service delivery teams across multiple operational areas.
• Own end-to-end service performance, ensuring KPIs, SLAs and client expectations are consistently met or exceeded.
• Build and maintain strong relationships with client stakeholders, acting as the primary operational contact.
• Monitor performance metrics and implement data-driven strategies for service improvement.
• Onboarding and implementation of new businesses into the CSD structure.
• Manage internal communication and reporting tools and Internal escalation management
• Client invoicing preparation
• Drive operational efficiency through optimisation, innovation and best-practice processes.
• Oversee resource planning, budgeting, and operational forecasting to ensure service stability and scalability.
• Lead continuous improvement initiatives, ensuring Arvato’s quality and compliance standards are upheld.
• Support change management and transformation projects across the account.
• Mentor and develop team leaders and managers to support succession planning and staff engagement.

• Experience of leading a team in a Customer Service environment within the Supply Chain sector
• P&L and budget knowledge/ experience highly desirable -Invoicing preparation
• Strategic and conceptual thinker
• Innovative and proactive approach to problem solving
• Result-oriented focus for self and the team
• Experience in team and people development / management
• Strong communication skills and ability to communicate and present to senior management and multiple departments
• IT literate – SAP and BI experience preferable.
• Fully support and demonstrate Leading at Arvato behaviours: Grow Together, Commit & Deliver, Shape Our Future

• 25 days annual leave plus 8 UK bank holidays with the option to purchase up to an additional 5 days  
• Pension contribution 
• A life assurance policy that pays out 4 x Salary  
• Employee Assistance Programme that provides you with confidential support, information, and advice to help you 
• Employee Discount Scheme through Benefit Hub
• Free car parking  

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