Dedicated Service Desk Manager

Join the UK’s leading independent provider of voice, connectivity, mobile, phone systems and cloud services to keep Britain working.

We are constantly growing our teams, product offerings and customer base by working closely with all of the major networks and suppliers as well as through acquisition – so there’s always an exciting new opportunity to support UK businesses on the horizon.

Salary: Dependent on Experience

Location: Prudhoe or Nelson

Working Hours: Mon - Fri 8:30/9:00 - 17:00/17:30

This is a key role within the Dedicated Service Desk team, with direct responsibility for a (Multi site) Service Desk Team supporting both Desk and Field account managed base of customers, across all products and solutions.

The Team Manager will lead a team focused on providing a premium level of service, ensuring that SLA’s and performance based KPI’s are achieved, as well as being responsible for handling customer escalations, in line with the Service Desk wrap and the internal complaints process.

• You will be responsible for maintaining Quality Assurance standard in line with the Daisy Quality      Framework. 
• Undertaking performance reviews, supervisory meetings and team meetings ensuring appropriate    delegation of responsibilities and empowerment
• Build and manage relationships with key internal stakeholders ensuring a co-operative and supportive working environment.
• Actively engage and professionally represent Daisy Communications and the Service Desk team with key Customers.
• Ensure adherence to best practice disciplines in the delivery of service.
• Ensure appropriate procedures and controls are put in place are maintained to ensure consistent quality services are delivered.
• Ensure that the operations under your management and control sustain the appropriate level of Quality Assurance standards.
• Direct team management for a team of Service Desk Executives, ensuring their performance against the role and job description to which they are aligned.
• Overall management of the Field Account Managed base with the primary objective to deliver end-to-end customer service to this customer base, through verbal, written and online communication channels.
• Ensure the team’s performance on accurate and timely processing of customer queries in line with the Service Desk SLA’s.
  
   

•    Management within a Customer Service team or Service Desk environment.

•    Strong leadership and decision-making skills.

•    Ability to provide effective Feedback and Coaching.

•    Confidence in ability to work under pressure.

•    Ability to work collaboratively building and maintaining relationships internally and externally.

•    Excellent verbal and written communication skills.

•    Strong self-belief in team leadership and ability to deliver and instil culture, visions, and values.

•    Good understanding of standard systems including Microsoft Outlook, Word, Excel, and PowerPoint.

•    Ability to travel and spend time in 2 sites (Nelson and Prudhoe)

 Desirable:

•    Experience in delivering process improvement or identifying knowledge gaps.

•    Experience of managing KPI’s and personal development plans.

•    Previously worked within a B2B environment.

Key Competencies:

•    Performance/Service/KPI Management.

•    Communication.

•    Team Leadership.

•    Ownership.

•    Performance Management.

 

What are the benefits of working at Daisy?

Our ethos is simple: the more you put in the more you get out.

Here are some of the benefits that we offer…

• 25 days holidays, plus bank holidays, and an additional day for each year of service up to 30 days!
• Holiday purchase scheme
• £500 referral scheme bonus
• Professional development to help you achieve your personal goals
• Eye care vouchers available and discounted Medicash membership
• Sim deals for you and your family/friends
• Access to discounts and savings at more than 1,200 retailers
• An additional day off on your birthday or if you're getting married