Customer Service Desk Manager

We are seeking an experienced and proactive Customer Service Desk Manager to lead our front-line support team in delivering exceptional service to clients. This role is critical in ensuring smooth operations, timely resolution of customer queries, and maintaining high standards of professionalism within a fast-paced Service Engineering environment., * Commercial Focus: Maximising Revenue and Engineer Utilisation

• Team Leadership: Manage and motivate the customer service desk team, ensuring clear objectives, performance monitoring, and professional development.
• Service Delivery: Oversee day-to-day operations of the service desk, ensuring all customer inquiries and issues are resolved promptly and effectively.
• Process Improvement: Identify opportunities to enhance service desk processes, implement best practices, and drive continuous improvement.
• Customer Experience: Maintain high levels of customer satisfaction through effective communication, problem-solving, and relationship management.
• Reporting & Analysis: Monitor KPIs, prepare regular performance reports, and provide insights to senior management.
• Collaboration: Work closely with engineering teams to ensure technical issues are escalated and resolved efficiently.
• Compliance: Ensure adherence to company policies, health and safety standards, and data protection regulations.

• Proven experience managing a customer service desk or similar role, ideally within a technical or engineering environment.
• Strong leadership and team management skills.
• Handle strong personalities diplomatically and maintain team harmony in a supportive and collaborative work environment.
• Create a psychologically safe environment, recognise stress, and offer resources or empathy.
• Inspire individuals and teams to stay engaged and perform at their best.
• Excellent communication and interpersonal abilities.
• Ability to analyse data and produce actionable insights.
• Familiarity with SAP (desirable), Service Desk Software (essential)
• Problem-solving mindset and ability to work under pressure., * GCSE or equivalent (preferred)

Experience:

• Customer Service Management : 2 years (required)
• Service Desk : 2 years (required)

Pulled from the full job description

• Flexitime
• Sick pay
• Company pension
• Private medical insurance
• On-site parking, Core Hours: 8am to 5pm Monday to Friday - (Wholly Office Based)

Pay: £35,000.00 per year

Benefits:

• Company pension
• Flexitime
• On-site parking
• Private medical insurance
• Sick pay