helpdesk manager in luton

posted
job type
contract
salary
£ 28,000 per year
apply now

job details

posted
location
luton, bedfordshire
job category
customer services
job type
contract
salary
£ 28,000 per year
reference number
SW/007/ HDM299
phone
0170 737 8378
apply now

job description

Our client is currently looking for a Helpdesk Manager to support their national accounts division, who has experience with either helpdesk management or facilities management.

The main responsibilities for this role will be to oversee the help desk team and evaluate their performance, help monitor the teams workload/customer requests to ensure that client SLA's and KPI's are met, ensure customer service is timely and accurate on a daily basis, recruit/train and support help desk representatives and technicians, set specific customer service standards to contribute to improving customer support by actively responding to queries and handling complaints, to establish best practices through the entire technical support process, following up with customers to identify areas of improvement, develop and review daily/weekly and monthly reports on SLA Compliance and team productivity, provide customer feedback to the appropriate internal team and to act as a point of escalation for Customer and Supply chain queries.

Randstad CPE values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application.

Candidates must be eligible to live and work in the UK.

For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.

skills

customer care

qualification

NVQ Certificate/Diploma in Customer Service

educational requirements

secondry school