Helpdesk Operations Supervisor

3 weeks ago

London, Greater London, United Kingdom Adwanted UK Full time
Job Overview

Position Title: Helpdesk Operations Supervisor

Location: Hybrid Working Model

Compensation: Competitive Salary

Work Schedule: Full-time (35 hours per week)

Employee Benefits: Comprehensive Benefits Package

Role Summary:

We are looking for a skilled and proactive Helpdesk Operations Supervisor to become a vital part of our dynamic team. The ideal candidate will possess a robust work ethic, a solid background in helpdesk operations, and exceptional customer service abilities. You will oversee a dedicated team of helpdesk professionals, collaborating daily to uphold our high standards of client satisfaction. This role will also assist the Head of AudioTrack, allowing them to concentrate on strategic business initiatives.

About Us:

Adwanted UK is a leading Global AdTech, Data, and Content company with a strong presence in the audio advertising sector. Our commitment to excellence has been established over three decades, and we pride ourselves on delivering outstanding service through our innovative AudioTrack platform.

Key Responsibilities:

Team Leadership:

  • Guide, manage, and mentor a small team of helpdesk professionals to ensure optimal client support.
  • Conduct regular performance evaluations and provide continuous coaching and development opportunities.
  • Encourage a collaborative team culture that promotes high performance and ongoing improvement.
  • Become an authority on AudioTrack, equipping the team with the knowledge to effectively address client inquiries.
  • Oversee the invoicing process, collaborating with finance to enhance accuracy and efficiency.
  • Facilitate regular team meetings to ensure alignment on goals and objectives.
  • Set individual performance goals during reviews and monitor progress regularly.
  • Provide constructive feedback and implement corrective actions as necessary.
  • Identify training needs and work with the Head of People to facilitate professional development.
  • Track and report on helpdesk performance metrics, ensuring product KPIs are consistently updated.

Client Engagement:

  • Address escalated client inquiries, resolving issues promptly while keeping clients informed.
  • Ensure high levels of client satisfaction by maintaining quick response times to requests.
  • Communicate price adjustments to clients and manage related discussions.
  • Support quoting and quality control processes during peak periods or staff absences.
  • Stay informed on industry trends and client feedback to contribute to product enhancements.
  • Build strong relationships with senior client contacts.

Quality Assurance & Improvement:

  • Collaborate with the development team to test new software and updates, ensuring they meet client needs.
  • Assist in identifying and resolving software bugs and issues.
  • Provide insights for program and software enhancements in collaboration with the development team.

Broadcaster Liaison:

  • Engage directly with broadcasters to ensure seamless delivery of audio advertising content.
  • Address technical inquiries from broadcasters efficiently.
  • Keep broadcaster contacts informed of relevant updates.

Support to Leadership:

  • Assist the Head of AudioTrack with daily management of client services.
  • Provide regular updates on team performance and client satisfaction metrics.

Qualifications:

  • 2-3 years of experience in a senior client support role, including team management.
  • Familiarity with AdTech platforms and technologies.
  • Proven ability to develop and maintain client relationships.
  • Strong leadership and team management capabilities.
  • Experience in software testing and troubleshooting.
  • Negotiation skills and the ability to manage client relationships effectively.
  • Excellent organizational skills and attention to detail.
  • Proficiency in CRM software.
  • Ability to collaborate across teams.
  • Strong analytical and problem-solving skills.

What We Offer:

  • Competitive salary and benefits.
  • Opportunities for professional development.
  • A collaborative and inclusive workplace.
  • The chance to work on innovative projects in the audio advertising sector.

Why Work With Us?

At Adwanted Group, we foster a welcoming and enjoyable work environment, emphasizing teamwork, respect, and exceptional customer service. We support continuous learning and professional growth, offering various development opportunities.

We are committed to promoting diversity and inclusion within our teams, ensuring fair treatment and equal opportunities for all employees.

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