Customer Support Manager
Grove Business Park
My client is a global software business who due to phenomenal growth is now recruiting within a proven Team Leader for their customer service team.
To lead, coordinate and delegate the day-to-day responsibilities of the customer service team ensuring the highest level of service for all customers.
? Manage team performance in line with KPI’s.
? Ensure there is sufficient cover on all Channels (Chat, Email, Phone) during operating hours
? Monitoring, mentoring, and coaching the support team.
? Act as a final escalation point for escalated queries, take ownership, and provide solutions.
? Accountable for data integrity in the ticketing system.
? Daily System reporting to track KPI’s.
? Proven track record in a similar leadership role.
? General IT knowledge sufficient to be able to identify the difference between system and application issues.
? Strong verbal and written communication skills.
? Ability to motivate others, strong leadership skills.
? Ability to make decisions and convince others to follow your chosen route.
? Ability to understand technical problems and explain them using non-technical language.
? Customer service skills and experience particularly complaint resolution.
? Excellent telephone manner.
? Ability to work under pressure and in a busy environment.
? Strong organisational skills with the ability to prioritise own workload and others.
- Private Healthcare
- 25 Days Annual Leave (Plus UK Bank Holidays)
- 1 Day Birthday Leave - take your birthday off!
- Option to work on Bank Holidays and take Annual Leave in lieu
- Access to our Online Training Courses
- Additional leave
- Casual dress
- Private medical insurance
- Wellness programme
Permanent, Full Time
- Industry Sector IT & Internet
Some Secondary School Coursework