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Kerridge Commercial Systems is a market leader in the development and provision of trading and financial software environments for specialist Distribution, Wholesale, Merchant and Retail industry sectors, addressing single or multi-branch operations, as well as catering for organisations with 'point-of-sale' showrooms and warehouses
The PSG Department provides consultancy services to the Kerridge CS application software. The Department also provides customers with a wide variety of other services including the installation of new software and customer training
Main Duties and Responsibilities
Support team members with business discovery, training and implementation of KCS systems mainly at customer sites, delivering consultancy services, focusing on ERP Implementations in particular.
Provide the team with the relevant support and mentoring to meet their individual needs
Identify and replicate problems that require a software change by Development
Work in conjunction with the Project Managers to plan resources and projects efficiently
Work with other departments and customer, during the implementation to provide solutions to the customer
Manage all aspects of the day-to-day operation of the team
Ensure the team provides customers with an efficient, professional high quality Service in accordance with the KCS Values
Assist team to resolve problems and queries
Build and develop good relationships with Customers and other KCS Departments
Support, motivate and develop the team
Ensure the team receive the necessary training
The role involves travel to customer sites and may also include travel to our offices overseas.
The Team Managers main duties and responsibilities will be:
Ensuring that the Team provides an efficient high quality Service in accordance with the KCS Values
Pro-actively taking an overview of the Project Delivery provided by the Team, addressing any issues as necessary
Monitoring the Teams on a regular basis and in particular:
- Ensuring that the team scheduling is accurate and planned efficiently
- Reviewing all Team members performance on a regular basis and offering guidance and advice where necessary
- Ensuring the workload is evenly distributed amongst the team and the team members undertake a wide variety of tasks
- Ensuring the team provides effective correct and prompt consultancy to our clients
Identifying personnel with specific training needs or with the potential to develop further, and implementing a training plan
Developing the team members so they can provide professional Consultancy and Customer Training
Ensuring the team work together as a team and adopt a more pro-active approach to communicate effectively and building good customer relationships
Ensuring that the Team provides the appropriate Consultancy assistance to the KCS foreign offices and other KCS departments,
Ensuring the team follows and applies the standard KCS Procedures and Practices
Pro-actively and regularly reviewing the skill base and composition of the team to ensure the optimum Service is delivered, making best use of resources and recommending changes as appropriate
Alerting the PSG Director and / or Project Managers as necessary regarding any Team issues or problems, and dealing with these when appropriate
Pro-actively undertaking a wide variety of Consultancy work following the correct procedures and practices
Continually and pro-actively acquiring and retaining knowledge of KCS products and systems and encouraging other Consultants to do this
Pro-actively adding to and using the internal set of tools such as Intranet to gain and share knowledge and encouraging other Consultants to do this
Improving relationships with customers, and when necessary acting as a key contact for customers, preparing for and attending meetings as required
Effectively handling complaints and call escalation requests from customers, referring any serious complaints to the PSG Director and or Project Managers
Work with the other colleagues and managers to ensure that a consistent approach is adopted to projects at all times by all members of the PSG teams
Pro-actively analysing the work undertaken by the team and identifying ways in which we can improve the efficiencies
Assisting the management team to review implementations and revise or develop new PSG Procedures, ensuring that all PSG personnel are aware of these
Assisting the PSG Director to recruit new PSG personnel
Alerting Senior personnel and the management team as necessary regarding any sensitive customer issues
Taking the initiative and identifying ways in which the Implementations Department can be improved and work with the management team to implement new initiatives
Undertaking any other projects as required by the PSG Director
Knowledge and Experience
A minimum of 2 years’ experience working as an implementer for software house or senior experience gained in the relevant finance sector of business.
Experience in managing an effective Finance Team
Proficient in Microsoft Office and producing high quality documentation (consultancy documents i.e. Visit Forms, Visit Notes and business cases including business discovery and producing system specifications)
Extensive experience in a customer-focused role in a service oriented environment
A good knowledge of Finance Practices
Exposure or qualification in PRINCE 2 or other recognised project methodology
Experience of mentoring and/or assisting to develop PSG personnel
Job Function Competencies
Direction and Clarity - To provide clear roles and responsibilities to individuals and teams and aligning them with organisational goals and objectives.
Planning - To create timelines for tasks and identify resources required and risks.
Organising - To systematically arrange resources (human and other) in such a manner that planned activities can be achieved.
Managing Operations and Budgets - To apply management principles and financial principles to optimise operational development areas.
Team Working - To work collaboratively with others; building and maintaining relationships with team members; constructively resolving conflict; being respectful of others’ views and their contributions; meeting team commitments and targets.
Communication - This competency involves conveying verbal and written information clearly, effectively and in an expressive manner; changing communication styles to suite the intended audience; maintaining suitable tone and speed; ensuring two-way communication through active listening and effective expression of information.
Personal Skills Required
Strong leadership, motivational and coaching skills
Ability to talk to all levels of customer (from end user to Directors)
Possess good investigation skills to tackle unfamiliar problems using previous experience within the role
Systematic and logical approach to problem solving
Excellent verbal and written communication skills with the ability to communicate meaningfully at both board and end user level.
Be professional, organised and be able to prioritise and manage workload
Adaptable, positive and pro-active
Able to work under pressure
Be calm under pressure and manage stressful situations
Be organised and manage workload efficiently
Strong customer service skills
Ability to delegate and supervise activities and tasks.
Special Conditions: This role requires you to have a valid driver’s license and a suitable vehicle to drive long distances.
Note: Never pay for any training, certificate, assessment, or testing to the recruiter.
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