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Location: Birstall, Manchester or Solihull
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Contract Type: Permanent, Full Time
This role provides leadership to a team of customer service professionals, responsible for handing contact from customer end-users, and partners and suppliers across multiple channels Including telephone, email, and online portal. The post holder is responsible for ensuring that adequate resources, consistency, and quality are maintained and that contracted service level agreements are met.
Leading a team this requires a leader who is responsible for the day-to-day performance of a team of mobile device professionals. This would include the development, training and knowledge upskill of team members whilst also having overall responsibility for the team's performance in terms of SLA and KPI deliverables. This role requires the ability to develop effective working relationships with internal and external stakeholders, and to ensure that a consistent, high-quality service is delivered by the Service Desk - a community of experience focused people, on a journey of service and self-development.
Responsibilities:
- Leading and motivating the team to deliver against agreed objectives, KPIs and SLAs
- Driving the adoption of continual service improvement in line with both Quality Management and CSAT activities
- Identifying operational risks and issues and record within the Service Desk risk register
- Collaborating with the wider operational / account teams to implement supportable solutions in line with contractual obligations.
- Managing of direct reports and teams through 1:1s, PDRs, dashboard reporting and team meetings
- Implementing and on-going management of documentation, processes, and procedures to support working practices
- Escalation management for direct reports and CSAT output
- Representing the Service Desk at internal or external meetings which are relevant and appropriate to the success of the desk and the organisation
- Management reporting inclusive of resource modelling
- Coaching and mentoring team members
- Embedding and adoption of the Daisy values and behaviours
- Periodically review Daisy Security Policies – centrally hosted on the Intranet - to ensure full compliance with current legal, regulatory and company requirements
- Carry out any ‘ad hoc’ assignments as and when required
- To be compliant with health and safety company policy and legislation
- To lead and develop a team of Analyst and Seniors in their endeavours to deliver efficient, and successful Service Desk operations to customers.
- Key performance indicators aligned to the service desk operation will be met, these include SLA’s, Customer Satisfaction, Contact and Case Management.
- Contribute to continuous service improvement by identifying risks and issues, ensuring they are detailed within the Continuous Service Improvement or Risk Register.
- The Service desk will possess a high level of experience and skill, demonstrating a healthy working environment, with potential for growth.
- Administration tasks associated with leading people will be conducted in a timely and professional manner.
- Representation of the Service Desk in internal or external meetings where required.
- Embodying the daisy values and behaviours at all times.
- Excellent relationship and people management skills
- Excellent technical knowledge of the products and services supported by the desk
- Excellent verbal and written communication skills
- Ability to lead, influence and develop self and others
- Drive, self motivation and ability to work under own initiative
- Excellent organisational skills
- Excellent analytical/problem solving abilities with which to drive continual and service improvement
- Knowledge and experience working with ITSM tools such as Service Now
- ITIL Foundation certification
