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UC Service Desk Manager

Borehamwood, England,
Company: Linklife Ltd
Category: Office and Administrative Support Occupations
Published 5 days ago

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;

Start Your Career at Linklife Ltd

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Job offer: UC Service Desk Manager

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