Establishment: SAMpeople Location: Wakefield Salary: 37000 - 40000 Department: People Software Job Type: Full Time
Closing Date: 31/01/2025 00:00 Interview Date: Ongoing Start Date: ASAP
Contract Type: Permanent Contract Term: AYR - All year round Hours per Week: 37.50 Weeks per Year: 52.143 Pay Grade: £37000 - £40,000
The Role
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.
* 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.
* Process Improvement: Identify and implement process improvements to enhance service desk operations and customer experience.
* Cross-Functional Collaboration: Work closely with other departments to ensure seamless service delivery and address any cross-functional issues.
What skills will you need to have?
* Proven experience in a customer service management role; SaaS experience is a plus.
* A strong understanding of service desk operations and ticketing systems, including 2nd and 3rd line ticket management.
* Excellent communication and interpersonal skills.
* 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.
Fusion Education People Solutions is committed to safeguarding and promoting the welfare of young people and vulnerable adults, and all appointments are subject to enhanced Disclosure & Barring Service (DBS) checks and satisfactory references.
Fusion Education People Solutions is also committed to promoting equality, challenging discrimination and developing community cohesion. We welcome applications from all sections of the community.
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