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SERVICE DESK & CUSTOMER SERVICE SUPPORT SUPERVISOR
MONDAY - FRIDAY: (ONE WEEKEND IN FOUR ROTA)
£27,000 to £33,000 PER ANNUM
People Solutions have a client based in Stourport-on-Severn who is an exciting market leader looking to recruit a personable and professional person.
The role will be to oversee the day-to-day operation of the Service Support Desk (Field Based Engineers) operation for a busy engineering business. (This is NOT an IT related role)
Benefits
• Modern working environment
• Working for a market leader
• Free site parking
• Canteen and break out area
• Career progression and development
• Team incentives
Day to Day Duties
• Manage a team of service support staff (4) and ensure they provide excellent customer service!
• Identifying/implementing potential improvements in service desk operation
• Dealing with staff HR duties
• Allocating jobs to team of service field engineers
• Develop and implement strategies to improve customer satisfaction and retention.
• Handle escalated customer inquiries and complaints.
• Collaborate with other departments to resolve customer issues.
• Monitor team performance and provide coaching and feedback.
• Create and maintain support documentation and resources.
• Conduct regular training sessions for support staff.
• Carry out daily team update meetings.
• Building relationships /liaising with key accounts attending weekly performance meetings
Essential Skills
• Proven experience in a customer support or similar role.
• Strong leadership and management skills.
• Excellent communication and interpersonal skills.
• Ability to negotiate and resolve conflicts.
• Proficient in using customer support software and tools.
Desirable Experience
• Previous experience in a Service support desk operation is desirable but not essential
Training
• Training provided
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