Customer Service Operations Manager

3 weeks ago

Basildon, Essex, United Kingdom Maxwell Stephens Ltd Full time

About the Role:

We are seeking a highly skilled and experienced Customer Service Operations Manager to join our team at Maxwell Stephens Ltd. As the Help Desk Manager, you will play a key role in ensuring the smooth and efficient running of our Help Desk operations.

Key Responsibilities:

  • Oversee day-to-day Help Desk operations, ensuring all processes are followed correctly.
  • Manage job allocations, customer inquiries, and ensure P1 and P2 jobs are updated before close of business.
  • Lead and support Help Desk staff, conducting appraisals and performance reviews.
  • Generate reports to monitor SLA targets, ensuring workload is managed effectively.
  • Work closely with the Operations Manager and Managing Director to improve processes and team performance.

Requirements:

  • Proven experience in a customer-facing role, preferably in a Help Desk or technical support environment.
  • Strong leadership and management skills, with the ability to motivate and develop a team.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and colleagues.
  • Ability to work in a fast-paced environment, prioritizing tasks and managing multiple projects simultaneously.
  • Strong analytical and problem-solving skills, with the ability to identify and resolve complex issues.

What We Offer:

  • A competitive salary and benefits package.
  • The opportunity to work with a dynamic and growing company.
  • A chance to develop your skills and experience in a customer-facing role.

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