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Our client, a large medical device and integrated health care products and services business based in Cardiff, is seeking a
Service Desk & Customer Service Manager
to work on a hybrid basis at their offices.
This is an exciting opportunity to join the technical service side of this business. This role is pivotal to the ambitious growth of the service Department.
As part of Service Management team, you will play a key part in the day-to-day management and the strategic evolution of the service business. You will be personally responsible for the Customer Service and Service Desk teams through a team leader structure.
Responsibilities include:
- Overall performance of the Service desk team
- Meeting defined metrics and benchmarks
- Complaint oversight
- Identifying areas of process improvement and efficiencies
- Providing data and reporting of KPI’s and trends and developing strategies for improvement.
- Support in the monitoring and management of phone queues.
- Developing service and business level agreements
About you:
To succeed in this role, you’ll need the following:
- Solid experience in a similar customer service management role with strong skills in leading, motivating and developing team members.
- Proven Business experience in a service management function including financial and personnel management.
- You will have had management training / project management training.
- Experience of managing change and culture change.
- Excellent communication skills and planning, time management skills.
For an opportunity to join a standout business in its industry we want to hear from you.
Our client, a large medical device and integrated health care products and services business based in Cardiff, is seeking a
Service Desk & Customer Service Manager
to work on a hybrid basis at their offices.
This is an exciting opportunity to join the technical service side of this business. This role is pivotal to the ambitious growth of the service Department.
As part of Service Management team, you will play a key part in the day-to-day management and the strategic evolution of the service business. You will be personally responsible for the Customer Service and Service Desk teams through a team leader structure.
Responsibilities include:
- Overall performance of the Service desk team
- Meeting defined metrics and benchmarks
- Complaint oversight
- Identifying areas of process improvement and efficiencies
- Providing data and reporting of KPI’s and trends and developing strategies for improvement.
- Support in the monitoring and management of phone queues.
- Developing service and business level agreements
About you:
To succeed in this role, you’ll need the following:
- Solid experience in a similar customer service management role with strong skills in leading, motivating and developing team members.
- Proven Business experience in a service management function including financial and personnel management.
- You will have had management training / project management training.
- Experience of managing change and culture change.
- Excellent communication skills and planning, time management skills.
For an opportunity to join a standout business in its industry we want to hear from you.
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