Customer Service Desk Lead

1 week ago

Derby, Derby, United Kingdom VIQU Limited Full time

About the Role:

VIQU Limited is seeking a skilled Customer Service Desk Manager to lead and inspire the growing service desk team. This role will report directly to the Head of Service Delivery and play a pivotal role in managing the efficiency of the Service Desk while delivering exceptional customer experiences.

The ideal candidate will have a background in managing technical service functions, whether in payments, retail tech, logistics, or similar high-transaction environments. They will lead a team in troubleshooting and managing payment systems like Point of Sale (POS) systems, mobile payments, and payment gateways. While payments experience is beneficial, transferable experience from similar technical or operational environments is also considered.

Key Responsibilities:

Ensure the Service Desk operates efficiently and securely, aligning with both business goals and compliance with industry standards.
Lead, inspire, and coach the Service Desk team, encouraging high performance in troubleshooting systems.
Manage escalations, resolve technical issues (e.g., transaction failures, reconciliation errors), and drive first-class support across multiple customer touchpoints.
Use metrics like transaction success rates to identify trends and opportunities for improvement.

Key Requirements:

Proven experience leading and developing high-performing Service Desk teams in payments or equivalent industries (e.g., Retail tech, Logistics, SaaS).
Demonstrated ability to manage and troubleshoot high-volume transaction environments.
Familiarity with or experience in payment security standards e.g., PCI-DSS or similar security standards in adjacent industries.
Strong communication and leadership skills, with the ability to motivate and manage a team.

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