Job Reference: BBBH28160
Job Duration:
Start date: ASAP
Description:
We are currently recruiting for an experienced Helpdesk Manager who will ultimately be responsible for leading a team responsible for managing the call control of field and on-site engineers, the customer service helpdesk and the logistics planning division. Your primary objective will be to ensure customer satisfaction levels are upheld by ensuring response times are kept in linewith our SLA's in the most cost effective and efficient way.
Skills and Experience
Prior experience of managing a helpdesk team would be an advantage
A professional manner
Good communication and organisational skills
Attention to detail
Staff management experience is an essential requirement for this as is hands on experience in a customer service helpdesk environment.
DUTIES:
STAFF MANAGEMENT
* Responsible for all HR requirements for-employment contracts, offer letters, contract change letters, new starter/leaver admin, references, leave, sickness etc.
* Quarterly 121's and year-end appraisals.
* Delegating responsibilities to team and providing holiday cover.
* Introducing new procedures across the department and management of projects around new systems etc.
* Recruitment/ Management of future helpdesk staff.
HELPDESK MANAGEMENT
* Helpdesk Manager-day to day hands on running and overflow of helpdesk admin.
* Assisting in answering client service lines and dealing with customer queries.
* Identify and implement strategies to improve quality of service, productivity and profitability.
* Createand analyse KPI reports to measure and improve SLA's.
CALL CONTROL
* Ensure scheduling daily work load for engineers (planned by the call controller) is in line with our SLA's in the most cost effective way.
* Assisting closing engineer calls fromthe system, dispatching next calls/ assisting booking off onsite engineer job sheets.
* Ensure scheduler is managed to recordengineer absences.
* Ensure call controller runs previous day's activity report to run system checks and invoices tickets daily.
* Ensure checks on engineer activity reports are done to investigate high travel, work or labour time.
HOURS Of WORK:09.00-17.30 Monday to Friday
HOLIDAYS: 20 days
COMPUTER LITERACY: Proficiency in Microsoft Office, Word, Excel and Outlook isessential. Knowledge of call logging systems VO (Vantage Online) is desirable.
Industry: Call Centre and Customer Service
Salary: £30000 - £35000 per annum
Salary Benefits:
Vacancy Type: Permanent
Job Skills: -
Contact Name: Katie Wrighton
Website: -
Direct Application URL: -