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Customer Service Expert - Subject to Contract Award

Serco

Riyadh, Saudi Arabia

Ref: LP119-886

Job description / Role

Make a difference every day

The Job Opportunity

The key purpose of the Customer Service Expert is part of a team of O&M subject matter experts tasked with supporting the delivery of 'World-Class' O&M operational standards and procedures, and their implementation across KSA government entities.

Key accountabilities

- Pro-actively lead the development, global best practice benchmarking and application of core customer service procedures and standards as a major component of the new National O&M Manual for Saudi government
- Provide Customer Service subject matter expertise across all Saudi government entities either according to the strategic plan or in response to entity request
- Support the matrixed organization in the effective delivery of complex contract deliverables across O&M practice, by holistically integrating customer service thought leadership
- Engage and maintain close working relationships within the client and its partner Consultancy in order to optimize O&M best practices
- Insure the effective enablement of Saudi government entity operational management by:
- Developing improved customer experiences by introducing standardized and innovative procedures across all aspects of O&M including:
- Introducing new systems that improve customer experience
- Developing new customer experience data capture, analysis and intelligence measures.

Requirements

What we are looking for in our candidates:

- Minimum 10 years' experience in related field on national / international major initiatives and developments.
- Record of engagement with a wide range of stakeholders and wider commercial and public sector stakeholders.
- Expert in development and implementation of best practice standards and processes.
- Extensive experience of working internationally (preference for Middle East / KSA).
- Excellent verbal and written communication skills.
- A proven track record of instituting continuous improvement and change management

Specific requirements

- Bachelor of Science / Engineering or Service Industry discipline from an accredited university.
- Demonstrable subject matter expertise (and where appropriate accreditation) across the following elements of O&M:

- Customer service operations and standards
- Employee Happiness & satisfaction measurement
- Multi-channel customer service systems
- Customer feedback monitoring and reporting
- Customer data security and use
- Communications & CRM
- Facility Management
- Emergency Management
- Space Management
- Janitorial / Cleaning Procedure Definition
- Fleet Management Procedure Definition

Key purpose

The Client has a royal mandate to ensure effective O&M across all government sectors within KSA. The key purpose of the Senior Customer Service Specialist is part of a team of O&M subject matter experts tasked with supporting the delivery of 'World-Class' O&M operational standards and procedures, and their implementation across KSA government entities.

Reason for role

Serco was established in the Middle East in 1947 and the business has matured rapidly in recent times, growing from £46.3mn in 2008 to £140mn in 2010 to £324.8mn in 2016. Its portfolio includes Light Rail, Air Traffic Control, Integrated Facilities Management and Technology, with Healthcare and Vocational Training as key emerging sectors. Serco runs the iconic world class Dubai Metro and is also responsible for most of the Air Traffic control business across the Middle East.

In line with the wider group strategy, the contract will be the key catalyst in growing Serco's reputation for O&M excellence in existing and new business sectors across the Kingdom. The O&M team's role is to support the Technical Director in delivery of the contractual obligations, by ensuring the development of O&M standards and procedures that are 'World-Class', and assist in their implementation across KSA government Entities

Structure and reporting relationship

There are no direct reports with the role, but an adaptability to complex matrix project based work, where functional and operational management may be fluid, is required for the role.

Based on the specific requirement of the role

Key accountabilities

- Supporting the growth of the Serco reputation for operational excellence within KSA.
- Pro-actively lead the development, global best practice benchmarking and application of core customer service procedures and standards as a major component of the new National O&M Manual for Saudi government
- Provide Customer Service subject matter expertise across all Saudi government entities either according to the strategic plan or in response to entity request
- Support the matrixed organization in the effective delivery of complex contract deliverables across O&M practice, by holistically integrating customer service thought leadership
- Produce evidence based research into operating processes and systems
- Engage and maintain close working relationships within the client and its partner Consultancy in order to optimize O&M best practices
- Insure the effective enablement of Saudi government entity operational management by:
- Developing improved customer experiences by introducing standardized and innovative procedures across all aspects of O&M including:
- Introducing new systems that improve customer experience
- Developing new customer experience data capture, analysis and intelligence measures.

This position may be required to carry out other tasks from time to time as directed by the Serco Middle East Leadership team.

Essential technical and professional skills, knowledge and qualifications

Technical and Professional Skills

- Minimum 15 years' experience in related field on national / international major initiatives and developments.
- Recognized expertise in assigned field.
- Record of engagement with a wide range of stakeholders and wider commercial and public sector stakeholders.
- Expert in development and implementation of best practice standards and processes.
- Extensive experience of working internationally (preference for Middle East / KSA).
- Excellent verbal and written communication skills.
- A proven track record of instituting continuous improvement and change management

Knowledge

- Demonstrable subject matter expertise (and where appropriate accreditation) across the following elements of O&M:
- Customer service operations and standards
- Employee Happiness & satisfaction measurement
- Multi-channel customer service systems
- Customer feedback monitoring and reporting
- Customer data security and use
- Communications & CRM
- Facility Management
- Emergency Management
- Space Management
- Janitorial / Cleaning Procedure Definition
- Fleet Management Procedure Definition

Qualifications

- Bachelor of Science / Engineering or Service Industry discipline from an accredited university.
- Further degree/ qualifications preferred

Additional / special features of the role

- Ensure compliance with the Serco Management System and all relevant business processes, procedures and work instructions to deliver all work with appropriate quality and governance standards
- Ensure security and integrity of all data provided including reporting performance, finance and customer information; reference Serco non-disclosure policy
- To exercise personal duty of care for their own health, safety and welfare and for those affected by their acts or omissions; reference SMS GSOP-HSE1-6 Serco organizational HSE responsibilities
- Ensure compliance with all training requirements of Serco and ensure adherence to these requirements at all times whilst in employment
- Report any accidents, incidents, breaches or potential breaches to appropriate management or the speak up process

Serco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative.

About the Company

Serco is a FTSE 250 international service company which combines commercial know-how with a deep public service ethos.

Serco customers are looking for expertise in managing their people, processes, technology and assets more effectively. We advise economic decision makers, design innovative solutions, integrate systems and - most of all - deliver quality services directly to the public.

Serco supplies to governments, government enterprise, agencies and companies who seek a trusted outsourcing partner with a solid track-record of service excellence. Serco people offer operational, logistical and technical expertise in the Transport, Justice and Immigration, Defence, Education and Healthcare industries as well as in the commercial sectors of Facilities Management.

Serco Middle East have been in the Region since 1947, starting out delivering Air Traffic Control Services in Bahrain; a service we are proudly still running today and have expanded to include many other Airports in the region.

We have expanded significantly since that time across the UAE, Saudi Arabia and Qatar. We have been supporting the RTA to operate the Dubai Metro since 2009, are preparing to launch the flagship Saudi Arabia Passenger Rail service from Riyadh to Qassim in 2016. We deliver Facility Management services to both Cleveland Clinic and Healthpoint Hospitals in Abu Dhabi, large-scale medical facilities in Saudi Arabia and a range of educational and commercial properties in the UAE. We also deliver postgraduate education to Officers in the Qatar Armed Forces through the Joaan Bin Jassim Joint Command and Staff College in Doha.

Focusing on our core values, and creating a positive environment for employees to thrive, we look forward to a bright future as we continue to grow with the region.

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