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Twelve Talent
,
Newmarket, Suffolk
Service Centre - Team Manager
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Job Type: Full-time |
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Salary: £26,000 per annum |
Overview
Our clients are market leaders in the provision of managed IT services to the retail and hospitality sectors. They thrive on delivering customer satisfaction providing them with installation, maintenance, repairs, configuration and staging for all IT products within the retail & hospitality industry. Due to continued growth and internal promotion our clients are looking to hire a Team Manager for the Service Centre. This role is key to successful day to day delivery of operations. The right candidate will thrive in a busy, fast paced customer service environment. Key Tasks and Responsibilities: Expected to demonstrate extensive working knowledge of industry standards and practices, including product details and company services offered Offer exemplary customer service, including maintaining customer relationships and ensuring repeat customers by taking care of any customer concerns or complaints quickly and professionally Proven experience of KPI and SLA management, Incident Management, Continual Service Improvement, Risk Management, Change Management are required but not all essential as we will support your learning Develop working knowledge of industry regulations, restrictions, and laws, and ensure service department adheres to all regulations Set up and maintain service desk, including managing service desk team members and evaluating desk efficiency Resolve service desk issues and improve current service desk methods to increase productivity and enhance customer service Monitors department issues and client complaints to define patterns and work to resolve and reduce those recurring issues Regularly audit work being done and ensure customer service is provided to ensure all standards are met and that work is carried out effectively, correctly, and thoroughly Ensure all process documentation is up to date Oversee the training of new staff, as well as the development of existing team members Take an active role in the recruitment of new staff where required Carry out appraisals, probationary reviews and training / development plans for all service desk staff Skills and Abilities Strong Customer-Facing Skills Strong Written and Verbal Communication Troubleshooting Creative Problem-Solving ITIL Service Desk Team Leadership Engineer Scheduling Must have own transport and driving license Experience: Previous Service Delivery Experience Management Experience Team Leadership Engineer Scheduling Benefits: On-site parking Job Types: Full-time, Permanent Salary: £26,000.00 to £30,000.00 /year