Customer Services Manager

3 weeks ago


Bishop's Stortford, 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 in-person, hands-on 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 problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Exceptional customer service orientation.
- Experience working in a team-oriented, collaborative environment.



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