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Service Desk Manager

Zenopa
Job LocationSheffield
EducationNot Mentioned
Salary30,000 - 35,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Zenopa are proud to be partnering with a long-standing client who are the UKs largest provider of back office, compliance, and workforce solutions in primary care and dental. They have an ambitious and exciting growth plan and are looking fortalented individuals to be part of their journey.We have a brand new opportunity to join their Dental Division as Service Desk Manager. This is a central role, supporting the Head of Customer Support, managing, mentoring and coaching the Customer Support team to provide the right outcomes, in the rightway across their key verticals in 1st and 2nd line support, ensuring a consistent experience for theircustomers.Key responsibilities:

  • Lead the voice of the customer engagement and vision strategyfor Dental.
  • Establish and agree a set of KPIs to monitor and measurecustomer satisfaction
  • Implement and set SLAs with the Customer Support Executives inresponse to handlingcustomer queries
  • Produce performance metrics and reports when requiredi.e. callresponsetimes/handling/resolution
  • Conduct customer satisfaction surveys when required, work withthe Head of Learning - Dental to identify any improvements andimplement
  • Conduct regular engagement and coaching session s to driveindividual and business performance
  • Develop and maintain a technical understanding of the dentalproducts to train the team and provide first line / 2nd linetechnical support when required
  • Train the customer support desk to maintain customer information,ensuring the CRM database is up to date
  • Train the team to identify upsell opportunities, ensuring all leadsare notified to the newbusiness team and recorded in CRM
  • Train the team to allocate enquiries outside personal scope to thecorrect department
The skills and experience which we are looking for the ServiceDesk Manager are:Essential
  • Experience of managing B2B customer service.
  • 2 years proven experience of leading and managing a customersupport team
Desirable
  • Previous SAAS experience.
Additional Information
  • This is a full-time role based in Sheffield - with hybrid working
  • Salary: £32K - £35K dependent on experience & generous benefits:
  • Income Protection
  • Life Assurance
  • Enhanced pension
  • Health Cash plan
  • 28 days annual leave + bank holidays
  • Sick pay scheme
  • Amongst a range of flexible benefits available

Keyskills :
Customer EngagementManagement CoachingManagement SkillsService Desk ManagementTrain Employees

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