Wavenet is a managed services provider offering cybersecurity, communications, and connectivity that grows with our customers’ businesses – no matter what the future holds.
Since 2000, we’ve been keeping businesses connected.
At Wavenet, we don’t just provide solutions for today but for tomorrow, too. We’re always thinking ahead of the technology curve, so our customers feel confident that when they work with us, we’re striving to make their business future-proof.
Customer success is our success. We go the extra mile in providing superior service quality and unparalleled customer experience, becoming an extension of your business, and always delivering on our promise to make their business brilliant.
Job Description
* Location: Birstall, Manchester or Solihull
* Contract Type: Permanent, Full Time
This role provides leadership to a team of customer service professionals, responsible for handling contact from customer end-users, partners, and suppliers across multiple channels including telephone, email, and online portal. The post holder is responsible for ensuring that adequate resources, consistency, and quality are maintained and that contracted service level agreements are met.
Leading a team, this requires a leader who is responsible for the day-to-day performance of a team of mobile device professionals. This includes the development, training, and knowledge upskill of team members whilst also having overall responsibility for the team's performance in terms of SLA and KPI deliverables. This role requires the ability to develop effective working relationships with internal and external stakeholders, ensuring that a consistent, high-quality service is delivered by the Service Desk - a community of experience-focused people, on a journey of service and self-development.
Responsibilities:
* Leading and motivating the team to deliver against agreed objectives, KPIs, and SLAs
* Driving the adoption of continual service improvement in line with both Quality Management and CSAT activities
* Identifying operational risks and issues and recording them within the Service Desk risk register
* Collaborating with the wider operational/account teams to implement supportable solutions in line with contractual obligations
* Managing direct reports and teams through 1:1s, PDRs, dashboard reporting, and team meetings
* Implementing and ongoing management of documentation, processes, and procedures to support working practices
* Escalation management for direct reports and CSAT output
* Representing the Service Desk at internal or external meetings that are relevant and appropriate to the success of the desk and the organization
* Management reporting inclusive of resource modeling
* Coaching and mentoring team members
* Embedding and adopting the Daisy values and behaviors
* Periodically reviewing Daisy Security Policies – centrally hosted on the Intranet - to ensure full compliance with current legal, regulatory, and company requirements
* Carrying out any ‘ad hoc’ assignments as required
* Complying with health and safety company policy and legislation
Qualifications
* To lead and develop a team of Analysts and Seniors in their endeavors to deliver efficient and successful Service Desk operations to customers
* Key performance indicators aligned to the service desk operation will be met, including SLAs, Customer Satisfaction, Contact, and Case Management
* Contributing to continuous service improvement by identifying risks and issues, ensuring they are detailed within the Continuous Service Improvement or Risk Register
* The Service Desk will possess a high level of experience and skill, demonstrating a healthy working environment with potential for growth
* Administration tasks associated with leading people will be conducted in a timely and professional manner
* Representing the Service Desk in internal or external meetings where required
* Embodying the Daisy values and behaviors at all times
* Excellent relationship and people management skills
* Excellent technical knowledge of the products and services supported by the desk
* Excellent verbal and written communication skills
* Ability to lead, influence, and develop self and others
* Drive, self-motivation, and the ability to work under one’s initiative
* Excellent organizational skills
* Excellent analytical/problem-solving abilities to drive continual service improvement
* Knowledge and experience working with ITSM tools such as Service Now
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