We are currently supporting a leading UK tech company that specialise in supporting a wide variety of businesses with the software that they provide. Customer service is a key element for them, with a dedicated team of service-driven specialists on hand to assist customers with any issues that may arise.
As a service desk lead, you will be focused on driving the customer service team to delivering quick and efficient support that adheres to the timelines, KPI's and SLA's created by you. You will combine strong team leadership skills with operational excellence to confidently support enterprise level customers with their wants and needs from the service team.
Key Responsibilities:
- You will lead monthly customer service review meetings to give insights into the success levels, delivery timelines and improvement plans.
- Build and maintain strong relationships with supported customers.
- Line manage a team of service desk specialists.
- Plan, map and deliver KPI's and SLA's to ensure timelines are adhered to and delivered on.
- Conduct regular team meetings and 1-to-1 sessions to review performances and plan training and development sessions.
- Build a collaborative and customer focused environment.
Experience and Qualifications:
- Excellent experience managing a service-focused delivery team.
- Proven track record of driving success within a customer service team.
- Excellent people management and client-facing experience.
- Successfully implemented KPI's and SLA's for your team to adhere to.
- MUST HAVE: Bachelors Degree (2:1 or higher) in a Business, Marketing, Mathematics or IT-related field of study.
Benefits:
- Company Pension
- Salesforce Certifications paid for
