To manage all aspects of the Customer Service Centre team. To work with other departments to provide input into business process changes and improvements into the use of technology to better utilize resources and management information. To contribute and support colleagues in working to enhance the customer experience with RHT

Key Responsibilities

Manage direct reports, including sickness management, Holiday approvals, probation reviews and all other aspects of people management.

Responsibility for TEAM recruitment.

Support the Regional Service Managers in driving efficiencies through efficient Customer Service Centre management

To support the Customer Service Centre in achieving performance metrics and monitor performance.

Coach and develop staff and produce development plans where appropriate.

Correspond with customers as a point of escalation.

Support management in producing reports for both internal use and for client distribution.

Manage the upkeep of customer contracts and other data within the Job Logic system.

To communicate with the Head of Service if the Service Desk KPI’s require attention.

Responsibility for preparing and sending annual customer maintenance contract renewals

Responsibility for preparing and sending annual Customer subscription renewals

Escalate issues where appropriate to the Head of Service or relevant person and advise of any potential problems, in a timely manner to avoid failures.

Operate and implement processes to ensure efficient working practices.

Continuously reviewing the current business processes to ensure effective working practices.

Working with the IT team to implement practices using technology to achieve better working practices, increase efficiently and increase accuracy

To produce training manuals as required

Responsibility for Business Continuity and contingency planning to include TEAM training and additional support

Attend online meetings with the customers when required

Key Competencies

Customer Focus

Delivering Objectives

Communication with others

Work balancing

Working with others/Team Player

Reliable and trustworthy

Accountability

Innovative think/Solution Oriented

Essential

3-5 years’ experience working in a customer or CAFM focused role

3-5 years of supporting a mobile engineering workforce via remote diagnostics

Team management experience

A sound knowledge base in Security & IT systems

Literate and numerate

Excellent organisational skills

Excellent communication both verbal and written

Confident in communicating with customers and director level management

Ability to work to deadlines, balancing different priorities

Ability to deal with confidential information

Desirable

To work well under pressure

Degree standard of education or equivalent

Numerate with experience of MS office

Understanding of data mapping and structure

Experience of working with SLA’s

Self-motivated

Trustworthy

Team Player

Willingness to learn