Client Support Services Director
3 weeks ago
Job Summary:
We are seeking an experienced Client Support Services Director to lead our service desk team, ensuring efficient and high-quality support for clients. With a proven track record in managing teams and delivering exceptional customer service, you will be responsible for growing and developing your team by providing training, mentorship, and fostering collaboration to meet team and business goals.
About the Role:
As a Client Support Services Director, you will be responsible for overseeing the daily operations of your service desk team, ensuring SLAs and KPIs are achieved for client accounts. You will track key metrics like response times and customer satisfaction to evaluate team performance, provide training, mentorship, and support to foster a skilled and collaborative team environment, act as a point of escalation for client queries and complaints, and create, update, and enforce service desk policies, processes, and procedures to optimize operations. You will also balance operational efficiency with user satisfaction by maintaining a focus on delivering high-quality service, generate and present weekly reports on team performance, challenges, and service desk statistics, collaborate with other team managers to ensure ample cover of duties, and provide on-call out-of-hours escalation support on a rota basis.
About the Company:
We empower our clients to maximize their building's performance by providing them with the people and technology they need to manage their assets and deliver outstanding experiences around their built environment. With our team of experienced problem solvers and our unrivaled platform, you gain full control of your facilities' performance. We give our clients the support they need to unlock the potential of their assets.
What We Offer:
As a member of our team, you can expect to receive competitive compensation, including an estimated salary of £45,000 - £55,000 per annum, depending on experience, plus benefits such as annual leave, Simply Health plan, gym discounts, Employee Assistance Programme, charity days, religious holiday swaps, online learning resources, professional development support, cycle-to-work scheme, and retail discounts.
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