Service Desk Manager

3 days ago


StainesuponThames, Surrey, United Kingdom iRecruit Partners Ltd Full time
Job Overview

The Customer Service Director / IT Support Manager will lead their team to provide exceptional customer service, resolve complex issues, and drive customer satisfaction. They will be responsible for managing a team of customer service representatives and engineers, developing service procedures, and setting clear customer support standards.

Key Responsibilities:

  • Lead and oversee the day-to-day operations of the customer service team.
  • Manage headcount and recruit where required to efficiently manage the client base.
  • Develop and implement customer service policies and procedures to ensure consistent service delivery.
  • Monitor and evaluate team performance, providing coaching and training to maximize efficiency and customer satisfaction.
  • Handle complex customer service issues and escalate them to appropriate internal teams.
  • Collaborate with other departments to integrate customer service with overall business strategies.
  • Customer Service Conflict Resolution: Manage unhappy clients and resolve issues.
  • Analyze customer feedback and develop new techniques to ensure customer retention.
  • Prepare detailed reports on customer service metrics and present them to senior management.

Requirements:

  • Proven experience as a Customer Service Director / IT Support Manager or similar role, preferably in the telecommunications industry.
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal abilities.
  • Proficient in Microsoft Office.
  • A customer-oriented approach with the ability to adapt/respond to different types of personality types.

Preferred Skills:

  • Experience in handling customer service in a high-volume environment.
  • Familiarity with industry's latest trends and technologies.

We Offer:

  • A dynamic work environment with opportunities for professional growth.
  • Competitive salary and benefits package.
  • A supportive team and management structure.


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