Service Desk and Customer Service Support Supervisor

SERVICE DESK & CUSTOMER SERVICE SUPPORT SUPERVISOR

MONDAY - FRIDAY: 09.00 - 17.00 (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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