helpdesk manager in manchester

job type
£ 28,000 per year
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job details

manchester, greater manchester
job category
customer services
job type
£ 28,000 per year
reference number
apply now

job description

Are you a helpdesk manager looking for a new role? Passionate about customer service and leading a successful team?

If you are a self-starter and proven leader you could be the perfect match to manage a national helpdesk set up to answer and resolve management issues reported by customers. You will provide effective leadership in the day to day management of the team in categorizing and prioritizing the jobs appropriately and providing excellent customer service whilst dealing with both inbound and outbound calls at all times.

Duties for the team include, amongst other aspects, effective job management and allocation of work and logging and assigning of activities to the operations teams, all whilst dealing with a variety of customers. As such you will be able to demonstrate your ability to work in a fast paced environment and deal with a number of different tasks at any one time, all whilst maintaining strong leadership for both your team leaders and call handlers.

You will work with internal stakeholders to continuously improve service delivery and professionalism and will work alongside the performance analyst in providing reports back on the helpdesk performance to the senior management team whilst also looking at analysis and operational improvements.

As a motivated individual you will be responsible for spreading a customer-focused service culture throughout the team and organisation while providing effective leadership and daily management of the helpdesk. You will manage shift patterns and ensure adequate staffing levels working with the Head of Operational Support Services to recruit to roles as necessary.

Strong leadership qualities, perhaps gained in a contact centre environment, are vital as you will be expected to coach, develop and motivate individuals within the team, ensuring appropriate training and development plans are in place. You will provide strong line management to helpdesk Team Leaders, setting objectives and carrying out regular review meetings to ensure targets are met.

Attention to detail is needed to conduct quality control on inbound and outbound customer interactions, as well as the accuracy of logging, categorisation and allocation of jobs. Effective stakeholder management is key to manage complex customer and business expectations and resolve conflict by reaching beneficial outcomes.

As a newly created role there is a chance to identify new opportunities for service and process improvements, make recommendations for enhancements and manage implementation and communication of changes.

You will:

* Contribute to the establishment and maintenance of meaningful metrics and KPIs in order to measure and improve the helpdesk service we provide to our customers and ensure that processes are followed

* Ensure requests and issues are resolved within the timeframe expected by the customer, adhering to Service Level Agreements and escalating activities
* Handle escalations from customers, internal or external delivery teams, and ensure that appropriate coordination is in place to deal with emergencies and high priority incidents
* Act with autonomy, authority and good judgement in helpdesk management, while collaborating effectively with Operations to seek out, share and implement best practice
* Ensure the operation is working as well and cost effectively as possible within an agreed budget and on a 24x7 basis

You will have twice-monthly travel to London for management meetings. May be required to cover an 8am to 6pm working day through a shift system with other members of the team.

A background in Management is ideal as would a contact centre background. The ideal candidate will be educated to degree-level or equivalent. Experience of case management and operations and service delivery is essential. You should have excellent communication skills and be able to work well under pressure.

Previous experience working in property management would be welcome. Knowledge of GDPA (Data Protection Act) and DDA (Disability Discrimination Act) is desirable as is experience of working in a front-line customer service role and producing reports for managers.

Benefits include 27 days annual leave and the chance to purchase more, childcare vouchers and pension.

Randstad Business Support acts as an employment business when supplying temporary staff and as an employment agency when introducing candidates for permanent employment with a client. Randstad Business Support is an equal opportunities employer and decisions are made on merits alone.


customer care