Service Relationship Manager

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Adele Fryer is the Service Relationship Manager with Eduserv Internet based in Bath.

About You

What is your background?
Before moving to Bristol I worked for 3M and Johnson and Johnson Orthopaedic running customer service teams. I tried my hand at Sales but decided to stick to what I’m good at.

What initially attracted you to your job?
That Eduserv were a charity and web hosting sounded interesting.

Define your job?
I am the Service Relationship Manager for several of our customers. I work with those customers to ensure that Eduserv are meeting our contractual commitments and that we understand customers issues and problems to enable me to develop service improvement programmes.

Can you walk me through your day to day activities?
This one is hard to define as each and every day is different. My role is very reactive so I deal with whatever is the issue of the moment. During quiet time I make contact with my customers to ensure that they’re ok.

How has your job changed in the last 5 to 10 years?
I joined Eduserv four years ago and in that time the role has been refined. We used to be Business Relationship Manager but with the addition of Account Managers to our team, all new business has moved to the Business Development Team. SRM’s purely manage service issues now.

What are the key issues facing your sector?
Ensuring we fully understand our customers needs and how effectively we’re meeting them.

How does government legislation affect your job?
On a personal level very little but more so for some other teams within Eduserv.

What impact has technology had on your job?
As technology advances so does our ability to offer more reliability and information to our customers.

What are the best things and worst things about your job?
Best – getting to know and working with our customers. Worst – not always being able to help / having the right answers.

Do you have any horror stories? Luckily no!

Advice to others looking for a job

What attributes do you need/what are you looking for when hiring someone in your role?
Patience, a sense of humour, an ability to really listen, empathy, a like of people, not minding getting stuck in to problems and taking ownership.

What piece of advice do you wish someone had given you when you were first starting out?
I was lucky enough to have a great start with great training so no regrets.

What do you need to break into this industry/sector?
A company like Eduserv has such a vast array of roles that it’s difficult to be specific. Commitment and self belief are always helpful.

What’s your tips/advice for those starting out?
Be yourself, learn from everyone you can, show willing and keep smiling!

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