The good bits £37k - £40k depending on experience 25 days annual leave plus 8 bank holidays (increases annually with service up to 29 days) Your birthday off work in addition to the above Holiday purchase scheme - you can buy up to an additional 3 days leave Pension scheme BUPA Healthcare Cashback Plan Free onsite parking A clear career pathway as soon as you join Free fresh fruit and snacks delivered weekly Employee Assistance Programme Time off for those special events; nativities, school plays, & graduations Hybrid working Great company social events At SAMpeople, we’re bringing together decades of expertise supporting HR in schools with the latest in people technology. Helping over 1,800 schools and trusts hire, manage and support their most important asset with clarity and confidence every day. We are education specialists that provide impactful products & services to help schools and MATs manage their people and deliver the best outcomes for children. Our vision has always been to 'create better futures for our children through Innovative people solutions'. Our team have a vast depth of knowledge in school business management and EduHR. That's our pedigree. In fact, our founder and Managing Director worked as a School Business Manager/Consultant for 7 years before setting up Fusion HR In 2011 Due to rapid growth within the business, we are looking for a proactive and experienced Customer Service Desk Manager to join our SaaS business. The successful candidate will be responsible for ensuring the efficiency of our service desks, managing all incoming communication from initiation to resolution, and maintaining consistent and effective communication with our customers. What will you be doing? Service Desk Operations: You will oversee the daily operations of the service desks to ensure high efficiency and customer satisfaction. Ticket Management: Track and manage all incoming queries from customers, via telephone, email or ticket, including those escalated to 2nd and 3rd line. This should cover their lifecycle, ensuring timely and accurate resolution. You'll know the importance of resolution so you'll be all over it Trend Analysis and Reporting: Analyse service desk performance data, report on trends and recurring issues, and provide actionable insights for improvement. Customer Communication: Ensure all customer communications are consistent, clear, and professionally delivered. Team Leadership: Lead, mentor, and develop the service desk team to maintain high performance and morale. We've got a great team, and you'll want to continue developing and nurturing the talent we have. Process Improvement: Identify and implement process improvements to enhance service desk operations and customer experience. There's always room for improvement Cross-Functional Collaboration: Work closely with other departments to ensure seamless service delivery and address any cross-functional issues. Teamwork makes the dream work, right? What skills will you need to have? · You'll already have proven experience in a customer service management role; if it's in a SaaS environmenteven better · A strong understanding of service desk operations and ticketing systems, including 2nd and 3rd line ticket management. · Excellent communication and Interpersonal skills - great customer service is just a given for you. · The ability to analyse data and generate actionable insights · Leadership skills with the ability to motivate and develop a team · A problem-solving mindset and ability to handle high-pressure situations - this is customer service, after all So if you're looking for your next role as a Customer Service whizz, growing a helpdesk team of CS superstars, then we'd love to hear from you