Customer First Helpdesk Supervisor
Full job description
Vertas Group Limited
Salary: £31,500 per year
Customer First Helpdesk Supervisor
Vertas Group Limited Ipswich Suffolk
37.50 hours per week 52 weeks a year
£31,500.00 per Annum
Main Purpose of the Job:
We have had an exciting opportunity emerge for a Customer First Helpdesk Supervisor to support our centralised team and client base in our Ipswich office! You will help maintain service levels and adherence to KPIs, monitoring and reporting on all tasks. As part of the role you will promote growth and continuous improvement on existing processes to help with overall performance.
Main Activities and Responsibilities of the Supervisor:
* Support the centralised Vertas Support Desk for a national Client base.
* Support the development and deliver a centralised administration service for services across Vertas group
* Create and implement systems to log, monitor, track and report on Vertas group administration tasks
* Pro-actively ensure quality standards are established, effectively audited and performance managed and provide relevant performance information as required.
* Effectively communicate with relevant parties to identify anomalies, escalate performance issues and propose effective strategies to rectify.
* Ensure quality assurance and monitoring systems are in place and review outcomes and make recommendations of potential improvements to service.
* Demonstrate an ability to identify problems/concerns/issues and research, develop and implement solutions.
* Give verbal and written reports using appropriate technology to provide information to a range of audiences.
* Identify and develop good working relationships with customers, including regular communications, problem solving, improvement.
* Provide effective performance management of customer first help desk operatives to deliver effective customer services.
* Monitor call volumes against staffing levels and escalate promptly any service shortfalls
* Monitor KPIs reports to ensure we look at continuous improvement
* Monitor the data to ensure strong productivity and consistent performance across the team
* Review all current processes to ensure they are simple, easy to follow and consistently followed
* Create standard operating model for the team and ensure compliance
* Ensure the team have the knowledge and skills to support the business
* To ensure the team are trained to use the technology
Desired Experience
* Be able to travel and work at other locations as required.
* Be qualified to degree-level or NVQ4 business management or have equivalent knowledge and experience.
* Have experience of managing a helpdesk.
* Be a confident communicator who can provide advice and guidance on a wide range of issues to internal and external customers, e.g. relating to processes and procedures.
Your Package:
* £31,500 per annum
* Pension scheme.
* Generous holiday allowance.
* Virtual GP Appointments.
* LifeWorks Discount Scheme.
* Personal Development Opportunities.
* Annual Colleague Awards.
* Plus much, much more!
To apply for this job please visit definitejobs.co.uk.