Job Description:Customer Support Centre Manager
Bury St Edmunds
This is a newly created role for someone to come and manage a busy technical support centre within a large progressive organisation. It is an exciting time within the company and the Customer Support Centre Manager role has come about due to continued growth within the team.
The role will involve the day to day management of a customer support centre that needs to lead high levels of customer service levels. Leading a large team, you will be an experienced leader who is able to coach and inspire to develop technical support services for the customer. As the role is newly created, you will also have the autonomy to implement new procedures to streamline processes. You will also be responsible to for developing a culture within the team of ongoing analyses on trends to reduce service costs.
Other key responsibilities include:
•Day to day management of the team including managing team workload and overall performance management
•Reporting on customer service levels across the department and working closely with key stakeholders to deliver the best service for the customer
•Contributing to improving customer support by actively responding to queries and handling complaints
•Working closely with technical teams to communicate demand on installation requests
•Developing first line customer help processes and documentation to resolve issues over the phone reducing reactive call out requirements.
•Scheduling and planning workloads to ensure the most effective use of resource
You will have a proven track record of managing a busy help desk / technical call centre and be able to demonstrate strong leadership skills. You will be use to working to strict service level agreements and have the ability to take action based on financials, data and facts. You will know how to deal effectively with any complaints and be able to manage challenging situations if needed. You will demonstrate an inquisitive nature and always be looking for ways to improve the service.
In return you will be offered a competitive salary, excellent benefits and the opportunity to progress your career in this exciting business.
If you are interested in this new and exciting position please apply or contact Sydoni at Compass Point
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