UC Service Desk Manager

Job Title: UC Service Desk ManagerLocation: BorehamwoodSalary: £50-£60k plus benefitsHave you got a passion for Technology, do you want to join a team who are currently in an exciting growth period?

Duties & Responsibilities:

• Manage a team of Customer Support Engineers to effectively carry out the duties of their role, providing training and guidance as required.
• To effectively manage customer issues through an incident management framework
• Lead all UC installations and project management of tasks.
• CRM Product Champion seeking continuous process improvement, accurate and up-to-date records to be maintained at all times.
• Lead by example in the delivery of service excellence, and share best practices and ideas for improvement.
• Provide all MI for the department
• Act as the first point of contact in the event of customer issues and complaints.
• Oversee handling of central email and account managers' inboxes.
• Identify training requirements for customer executives
• Assist with daily administrative tasks
• Ensure stringent management of team tasks and workload to deliver consistent target / KPI / SLA achievement across all metrics
• Complete team briefings, 1-2-1’s, and development plans
• Provide support, assistance, and training to all team members
• To undertake other duties as determined by the Operations Director
• Provide the Customer with professional advice and accurate information on products and services
• Highlight opportunities to increase revenue and advice the account manager of the opportunity.
• Maximize revenue opportunities and increase customer retention, Loyalty and build the highest reputation with the customer.
• Recruitment when necessary and carry out induction
• To ensure customers' SLAs’ are exceeded and the team is contributing towards increasing NPS score.
• Ensuring processes are contributing to customers and organization efficiency.
• Occasional visits to customer site for site survey, installation, and training of VOIP systems

Skills & Experience:

• Experience in working within a telecoms environment is essential
• Experience in UC, Connectivity, Contact Centre, and mobile
• A strong technical IP and connectivity experience is essential
• Strong experience in managing a Service Desk is essential
• Minimum of 3 years of customer service management experience including line management
• Strong relationship-building and interpersonal skills
• Experience in managing and driving performance of both individuals and a group/team
• Ability to manage projects and customer service improvements; meet tight deadlines whilst working in a pressurised environment
• Flexibility with working shift hours between 8am and 6pm
• Good management skills, including coaching and development
• Previous experience with CRM systems
• Ability and desire to set own goals and targets
• Professional manner
• Experience in team building and development
• Excellent communication and organisation skills with the ability to multitask.

Benefits:

• 25 days annual leave entitlement (Increase on years’ service up to 29)
• Additional day off for your Birthday
• Private Health Insurance with discounted perks;