Customer Service Manager

The Careers and Enterprise Company ,
London, Greater London
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Overview

Do you want to be part of a mission-driven team focused on transforming young people’s lives? Do our values resonate with you? If so, we’d love to hear from you The Careers & Enterprise Company was established in 2015 to help link schools and colleges to employers, in order to increase employer engagement for young people. Our mission is to prepare and inspire young people for the fast-changing world of work. This is an exciting time at The Careers & Enterprise Company. During our first three years, we have worked with Local Enterprise Partnerships to build a national network which now links 2,000 schools and colleges to employers. We have also funded 150 programmes to provide high-quality employer engagement activities to young people where they are needed most. As our Customer Service Manager, you will provide friendly, effective and efficient support to a complex set of stakeholders who operate across the country. You will guide those stakeholders through their questions step-by-step as we have users with varying levels of digital competency. You will enjoy using Jira Service Desk, hopping on our telephone line, and answering email— hearing you’ve made our users happy will make your day. You will feel confident managing a team of 2 Customer Service Advisors - mentoring the team, coaching them through customer service enquiries and monitoring their performance. You will oversee all areas relating to the service desk and ensure queries are dealt with in accordance with agreed performance standards, providing reports on performance periodically, as required. Problem-solving, patience, and empathy are your bread and butter. You will get to the bottom of what a user wants quickly, even when given limited information. You will also help escalate queries that may be bugs in our systems; you will need to reproduce the steps that lead to this issue within our software before escalating to a Product Owner. We have a diverse software suite with wide-ranging functionality so you will never be bored. Some of our tools are behind a registration wall while some are not. Some of our tools are aimed at school administrators while others are aimed at employers. Some of our tools have multiple versions that we support. We also have a lot of user roles with different permissions and views within the tools. Are you up for the challenge of providing first-rate support with patience and enthusiasm? Do you want to learn how a complex set of software tools work together—and where they fail? Apply now. Our organisation has a privileged opportunity to make a difference to the lives of millions of young people, helping to inspire and prepare them for the fast-changing world of work, and we want you to help us make it happen. To apply, please click the apply button below to send us your CV. Applications with no supporting cover letter will not be considered. Closing date: 18 th March 2020 1 st stage interviews: w/c 23 rd March 2020 2 nd stage interviews: w/c 30 th March 2020 It is our policy to review all applications within two weeks from the closing date. If you do not hear from us within three weeks following the closing date, then your application has unfortunately not been successful on this occasion. We are unable to provide feedback to candidates who have not been shortlisted and attended an interview. This job was originally posted as www.cwjobs.co.uk/job/89803125

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