Senior Customer Service Manager
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| Job Type | Permanent |
| Area | Milton Keynes, United Kingdom |
| Sector | Customer Service |
| Start Date | |
| Job Ref | LH9950 |
- Description
Salary: £45,000 to £50,000
An exciting opportunity to join a fast-growing software company as a Senior Customer Service Manager and improve upon the current support operations and oversee its transformation into a fully delivered customer offering.
Our client is looking for an experienced Customer Service Desk Manager to make the next step up and drive the continual improvement of the service desk provision to our customer base across the UK.
Using ITIL Standards and ISO 9001 principles, this role will oversee the transformation of a Support Desk into a fully operational 24/7 Service Desk for the business and its customers. The goal is to improve on the current procedures in place and increase customer satisfaction, loyalty, retention and to meet their expectations.
Requirements:
· ITIL Service Management Qualification at advanced level or experience of
· Proven track record in service desk management for minimum of 4 years
· 4 years Managerial experience
· High level of experience in providing customer service support
· Excellent knowledge of management methods and techniques
· Proficiency in English
· High level of JIRA expertise to help refine data, provide operational analytics and dashboards, apply and adjust SLA’s, manage service desk migrations and improve customer support content.
· Ability to think strategically and to lead
· Strong client-facing and communication skills
· Advanced troubleshooting and multi-tasking skills
· Customer service transition and orientation skills
· Ability to train and coach customers and staff, deliver training and onboarding packages
Key Responsibilities:
· Working closely with the Operations Manager to improve the customer service experience for all users of the family of applications
· Establishing quality working processes and ISO 9001/ITIL aligned scrutiny on key operational metrics
· Establishing targets, team metrics and key risk indicators such as SLA breaches and near misses, to drive continual improvement across the customer service departments for Senior Management
· Overall responsibility for Incident and Problem Management to completion for BAU customers
· Development of Post Incident Reporting policies, delegating investigations and finalising RCA’s, MIR’s and ensuring lessons learnt are applied
· Working effectively with Release Management and Development to help prioritise problem and hotfix candidates and ensure tickets that reach development are well qualified and have sufficient remaining time to effect investigations or fixes
· Jira Administration for Service Desk and ensuring graceful handovers between remote resolver teams and staff
· Managing a high-quality transition for customer stakeholders, from deployment to fully live support BAU and ensuing their experience and interactions with the organisation are effective
· Identifying and tackling behaviours that delay customer issue resolution or affect customer satisfaction with support operations
· Assessing workforce needs based on capacity planning, team growth and training
· Developing service offerings, including scope, quality management, as well as participating in client calls and visits as needed
· Ensuring that all service desk calls are updated and completed to a high standard
Responsibilities:
· Drive the transformation of a functional Support Desk into a fully fledged and operational 24/7 Service Desk
· Improve customer service experience, create engaged customers, to ensure high levels of measurable customer satisfaction
· Fully responsible for the improved delivery of the desk and drive customer satisfaction in the diagnosis and resolution of issues
· Oversee effective Change Control approval with customers for any deployments or changes
· Take ownership of customers’ feedback, complaints and issues
· Design problem metrics that help prioritise dev backlog prioritisations and reporting
· Set a clear mission and deploy strategies focused towards that mission
· Constantly review and update service procedures, policies, and standards
· Initiate team quality targets, team reporting, scrum methodologies and quality audits
· Ensure all staff keep accurate records and document customer service actions and discussions inappropriate systems
· Analyse statistics and compile accurate board and ad-hoc reports
· Recruit, mentor and develop service desk staff and nurture an environment where they can excel through encouragement and empowerment
· Control resources and utilise assets to achieve qualitative and quantitative targets
· Maintain an orderly workflow according to priorities
· Ensure support team staff, processes and data handling are behaving in a secure way that supports Information Governance, ISO standard and Cybersecurity best practices
Job Title: Senior Customer Service Manager
Location: Milton Keynes
Salary: £45,000 to £50,000
Job Type: Permanent
Job Reference: LH9950
