Helpdesk Manager

​Role: Helpdesk Manager

Salary: £40k plus standard benefits

Job Status: Permanent / Full Time

Location: Manchester, Northwest of England - Not Hybrid

Vacancy Reference: VR/05287

Role Description:

As Helpdesk Manager, your role specialises in the enhancement of positive customer experiences by managing the Support Services, coordinating the service team, and ensuring efficient service delivery.

This is a permanent opportunity based the Manchester branch. You will work closely with the National Account, Internal Account and Service Delivery Management Teams.

The Helpdesk Manager is responsible for the team management, all administration, coordination and implementation of The Help Desk Tickets.

Duties:

• Manage the helpdesk team and allocate jobs considering customer situations and working with support teams to make efficient and effective decisions on what is required

• Ensure team are solving problems while exhibiting professional judgement and setting correct customer expectations.

• Identification and resolution of customer issues, formulating cost effective service delivery plans and then following through to produce the requisite service activity documentation in a timely manner. This will be accomplished through appropriate communication with the customer

• Acurately report on failure and repair ticket data through the company CRM system to the Head of Compliance (monthly quality assessments) and the Operations Director as required

• Accurately and consistently perform administrative tasks including the resolution (and/or escalation of) helpdesk tickets, service contract reports, etc

• Monitoring the resolution process on Help Desk to ensure deadlines are met

• Produce monthly reports/figures on tickets logged/completed

• Regular engagement with the Senior Leadership Team providing figures for monthly SLA/KPI Reporting

• Working with the wider team, be available to answer helpdesk calls as/when required

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Skills & Experience Needed:

• Demonstrable experience working within a fast-paced customer service or contract administration role.

• Good organisational and time management skills to effectively coordinate and deliver on variety of actions concurrently.

• Excellent communication skills, both written and verbal and the ability to build rapport and manage customer expectation.

• Experience in driving brand loyalty and increasing customer engagement and the ability to present products and service via phone.

• Demonstrable IT Skills and the ability to navigate multiple systems competently

• Working knowledge or understanding of quality management system requirements.

• Ability to work confidently in a cross functional environment and to achieve consensus between all departments

• A minimum of 2 years customer service Management experience is desirable

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