Customer Service / Helpdesk Manager

Job Vision & Values:

To deliver responsive, compliant, best-in-class services and communication to our customers across the UK. As an emergency service provider we always aim to complete every task professionally, safely, to the highest standard – and to exceed our customers’ expectations.

Job Purpose:

The Customer Service Manager is responsible for leading a team of people in ensuring that all jobs are correctly captured and logged onto the CRM system. The position also ensures that customer queries and enquiries are handled correctly and that where needed appropriate costs and quotations are provided to generate business opportunities to new and existing customers.

Key Responsibilities will involve, but not be limited to

• Manage the CS Team and evaluate performance against key performance targets
• Ensure customer service is timely and that enquiries are dealt with appropriately
• Recruit, train and support help desk representatives to the required competency levels
• Performance manage the team to include reviews, probation and disciplinary meetings
• Provide customers with accurate quotations based on company approved rate cards
• Improve customer support by actively responding to queries and handling complaints
• Ensure that all customer data is correctly captured on the system to enable correct billing
• Work closely with Finance on billing and invoicing enquiries to resolve queries/complaints
• Supply customers with specific solutions and specialist advice on new business options
• Liaise with the Sales Team with regards to new customer requirements and enquiries
• Check that all jobs are correctly provided to the planner
• Monitor ongoing works and request uplifts and obtain PO’s to reflect charge rates
• Ensure all new customers data is set up correctly on the CRM system
• Establish best practices through the entire technical support process
• Follow up with customers to identify areas of improvement and recommend solutions
• Develop daily, weekly and monthly reports on help desk team’s productivity
• Work closely with operations to ensure customer service requirements are fulfilled

Internal/External Relationships:

• The key relationships are internal departments such as Sales, Finance, Operations and external clients/customers

Skills/Experience:

• Minimum of 3 years’ experience in a Customer Service Management role
• Experience of working and managing, in the facilities management sectors
• Ability to establish and maintain good client relationships, both internally and externally
• Previous experience of managing a customer service/helpdesk team
• Good working knowledge of CRM systems in previous roles
• Strong technical skills in working with CAFM systems and producing dashboards
• Excellent communication skills (verbal and written)
• Ability to develop effective working relationships across all levels of management and staff
• Highly customer focused and always looking to deliver a high quality of service for clients
• Good attention to detail and ability to spot issues with data and recommend solutions
• Capable of delegating duties and tasks to other staff and embedding learning
• Flexible and able to react quickly to the needs of the customer & SafeGroup
• Ability to deliver quality results under pressure and prioritise work
• Competence in Microsoft Office products especially Outlook, Word and Excel
• Calm, confident manner and the ability to handle and resolve customer complaints
• Excellent time management skills and ability to prioritise a demanding workload
• Ability to hold employee and client information in the strictest confidence