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Operations & Service Desk Manager

2 weeks ago

High Wycombe, United Kingdom Focus Resourcing Full time

Working closely with the Service Director you will be responsible for managing a team as well pitching to clients and ensuring the highest levels of customer service is being delivered. You will also be involved in process improvement and documentation,workload management, creation of performance reports, Service Level Agreement management, new client onboarding and response time management.

Our client is seeking a hands-on manager who leads by example. You will need to be highly organised and able to stay remain calm and professional under pressure. It is essential you are at ease taking on a wide range of clients, and dealing with a rangeof new systems, to ensure high levels of pro-active customer care at all times.

The role:

- Overall responsibility and ownership for customer service levels, client retention, Service Desk performance, Service Level Agreement and KPI achievement.
- Management of the Service Desk Team as well as being hands on and getting stuck in.
- Ownership of the Service Desk strategy. This includes planning, process implementation, improvement and updating, KPI setting and KPI measurement.
- Communicating and meeting with high end customers to ensure good relationships and high levels of customer satisfaction.
- Creating and delivering weekly reports, regular performance analysis and client specific ticket reports.
- Deal with any client complaints and manage escalations, where necessary.
- Manage the process of Engineer Call outs: co-ordinating booking, informing clients, ensuring engineers attend site with full knowledge of the issues, the correct equipment and any previous visits.
- Management of communications with our Procurement Department, to ensure orders are documented, placed and received properly
- Onboard new clients, including introductions and assignment of dedicated resource to ensure a great experience
- Axis/CRM/Ticketing System updates and implementation

The person:

- Strong Management Skills
- Minimum 5 years office-based customer service (high level) experience
- Minimum of 3 years Operational Experience
- Prior experience in a technology company
- Excellent interpersonal and communication skills
- Ability to coordinate multiple scheduling over varying time periods
- Experience working with Engineers
- Meticulous and proven organisational skills
- Flexible and able to multi-task under pressure
- Ability to negotiate and persuade others to meet goals
- Attention to detail and methodical in record keeping
- Demonstrate a high level of empathy with customers, very strong customer service ethos and a good complaint handler