Customer Service Manager

Indra is one of the leading global technology and consulting companies and the technological partner for core business operations of its customers worldwide. It is a world leader in providing proprietary solutions in specific segments in Transport and Defence markets, and the leading firm in Digital Transformation Consultancy and Information Technologies in Spain and Latin America through its affiliate Minsait. Its business model is based on a comprehensive range of proprietary products, with a high value focus and with a high innovation component. In the 2024 financial year, Indra achieved revenue of € 5.5 billion, 60,000+ employees, a local presence in 46 countries and business operations in over 140 countries. As the technological partner for its customers' key operations, Indra is at the core of their business, and Indra's four values guide everything we do: Innovation - Our capacity for innovation, cutting edge solutions, and specialised team of professionals enables us to drive a safer, more connected future through technology. Trust - We work with strength, commitment, and reliability, delivering quality solutions to build trust with customers, employees, partners, investors, and society. Connection - We harness the power of collaboration, connect ideas and solutions, and adapt to our customers' needs, supporting them on the path to a better future. Foresight - We anticipate future needs to make the world safer and more connected, transforming our experience and knowledge into solutions for a better tomorrow.

Customer Service Manager Key Duties Include:

• Lead and manage the Oyster Sales Agent Network, ensuring service delivery meets contractual and customer requirements.
• Oversee the management and administration of the retail device estate and associated support systems.
• Manage fault reporting, issue resolution, and service requests, ensuring timely escalation and resolution of operational issues.
• Monitor and investigate suspected fraudulent activity within the Agent Network and ensure appropriate actions are taken.
• Deliver effective customer service and call management through coordination with operational and customer support teams.
• Develop and implement customer service improvement initiatives and business plans to enhance customer experience and operational performance.
• Manage and support Agent Area Sales Managers, ensuring effective customer engagement and operational compliance.
• Review customer feedback, mystery shopper results, and service performance data, implementing corrective actions where required.
• Maintain and update operational procedures, work instructions, and customer communications.
• Conduct assessments and interviews for prospective retail agents and support onboarding activities.
• Ensure regular engagement with key customers and stakeholders, providing performance updates, sales analysis, and service reviews.
• Manage communications relating to retail devices, operational changes, and service enhancements.
• Produce accurate monthly and periodic performance reports and ensure timely completion of business reporting requirements.
• Manage budgets, resources, and operational priorities to achieve agreed service objectives.
• Lead, coach, and develop team members through training, performance reviews, and development planning.
• Promote knowledge sharing, continuous improvement, and best practice across the customer service function.
• Ensure compliance with all security, quality, health and safety, and company policy requirements.
• Support wider business initiatives and undertake additional duties as reasonably required.