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Job description

The Role

As Customer Services/Help Desk Manager’ you will oversee a busy hub of customer services agents/schedulers looking after a large team of field-based engineers within a set region and ensure they are working proactively and in line with company policies.

· Ensure that all interactions are processed logged, and an that an ongoing exceptional level of client services is achieved at all times,

· Meetings, providing ongoing support and mentoring and identifying areas for improvements and training.

· Ensure that end users are receiving the appropriate assistance and that the team are achieving company set goals and service markers

· Monitoring, tracking, and coordination of Help Desk functions, hands on support and dealing with escalations

· Contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level.

· Manage the processing of incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.

· Design and enforce request handling and escalation policies and procedures.

Experience needed:

· Ability to motivate and direct staff members and subordinates.

· Strong understanding of the organization’s goals and objectives.

· Exceptional written and oral communication skills.

· Exceptional interpersonal skills, with a focus on listening and questioning skills. Strong documentation skills.

· CRM, MS, Experience, and ability to train, lead and mentor

· Ability to conduct research into a wide range of computing issues as required. Ability to absorb and retain information quickly.

· Ability to present ideas and keen attention to detail.

· Proven analytical and problem-solving abilities.

· Ability to effectively prioritize and execute tasks in a high-pressure environment.

· Exceptional customer service orientation.

· Experience working in a team-oriented, collaborative environment.

Along with your application please let us know the best time to contact you via phone - if you are successful, and please only apply if you do have the experience we are looking for regarding this role, we will do our best to contact you within 48 hours. Due to volume applications we can only contact those candidates we believe have the relevant skills suited to the particular so unsuccessful candidates will not be contacted, however we do hold all cvs on file and should further suitable roles be available we will contact you again. By sending your cv to Newman Office Personnel you are agreeing to Newman Office Personnel representing you with this role and putting your details forward to our client.

Job Types: Full-time, Permanent

Salary: £35,000.00-£40,000.00 per year

Benefits:

• Casual dress

Schedule:

• Day shift
• Monday to Friday
• No weekends

Ability to commute/relocate:

• Bishops Stortford, Hertfordshire: reliably commute or plan to relocate before starting work (required)

Experience:

• Retail sales: 1 year (preferred)
• Customer Service: 1 year (preferred)

Work Location: One location

Reference ID: NP4291