Job Details
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;