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Customer Services Manager

3 months ago

Bishop's Stortford, Hertfordshire, United Kingdom Newman Office Personnel Full time

The Role


As Customer Services/Help Desk Manager' you will oversee a busy hub of customer services agents/schedulers looking after a large team of field-based engineers within a set region and ensure they are working pro actively and in line with company policies.


  • Ensure that all interactions are processed logged, and an that an ongoing exceptional level of client services is achieved at all times,
  • Meetings, providing ongoing support and mentored and identifying areas for improvements and training.
  • Ensure that end users are receiving the appropriate assistance and that the team are achieving company set goals and service markers
  • Monitoring, tracking, and coordination of Help Desk functions, hands on support and dealing with escalations
  • Contribute to problem resolution by giving inperson, handson support to end users at the desktop level.
  • Design and enforce request handling and escalation policies and procedures.

Experience needed:

  • Ability to motivate and direct staff members and subordinates.
  • Strong understanding of the organization's goals and objectives.
  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills, with a focus on listening and questioning skills. Strong documentation skills.
  • CRM, MS, Experience, and ability to train, lead and mentor
  • Ability to conduct research into a wide range of computing issues as required. Ability to absorb and retain information quickly.
  • Ability to present ideas and keen attention to detail.
  • Proven analytical and problemsolving abilities.
  • Ability to effectively prioritize and execute tasks in a highpressure environment.
  • Exceptional customer service orientation.
  • Experience working in a teamoriented, collaborative environment.