Job DescriptionLocation: Birstall, Manchester or SolihullContract Type: Permanent, Full TimeThis role provides leadership to a team of customer service professionals, responsible for handing contact from customer end-users, and partners and suppliers across multiple channels Including telephone, email, and online portal.
The post holder is responsible for ensuring that adequate resources, consistency, and quality are maintained and that contracted service level agreements are met.Leading a team this requires a leader who is responsible for the day-to-day performance of a team of mobile device professionals.
This would include the development, training and knowledge upskill of team members whilst also having overall responsibility for the team's performance in terms of SLA and KPI deliverables.
This role requires the ability to develop effective working relationships with internal and external stakeholders, and to ensure that a consistent, high-quality service is delivered by the Service Desk - a community of experience focused people, on a journey of service and self-development.Responsibilities:Leading and motivating the team to deliver against agreed objectives, KPIs and SLAsDriving the adoption of continual service improvement in line with both Quality Management and CSAT activitiesIdentifying operational risks and issues and record within the Service Desk risk registerCollaborating with the wider operational / account teams to implement supportable solutions in line with contractual obligations.Managing of direct reports and teams through 1:1s, PDRs, dashboard reporting and team meetingsImplementing and on-going management of documentation, processes, and procedures to support working practicesEscalation management for direct reports and CSAT outputRepresenting the Service Desk at internal or external meetings which are relevant and appropriate to the success of the desk and the organisationManagement reporting inclusive of resource modellingCoaching and mentoring team membersEmbedding and adoption of the Daisy values and behavioursPeriodically review Daisy Security Policies – centrally hosted on the Intranet - to ensure full compliance with current legal, regulatory and company requirementsCarry out any 'ad hoc' assignments as and when requiredTo be compliant with health and safety company policy and legislationQualificationsTo lead and develop a team of Analyst and Seniors in their endeavours to deliver efficient, and successful Service Desk operations to customers.Key performance indicators aligned to the service desk operation will be met, these include SLA's, Customer Satisfaction, Contact and Case Management.Contribute to continuous service improvement by identifying risks and issues, ensuring they are detailed within the Continuous Service Improvement or Risk Register.The Service desk will possess a high level of experience and skill, demonstrating a healthy working environment, with potential for growth.Administration tasks associated with leading people will be conducted in a timely and professional manner.Representation of the Service Desk in internal or external meetings where required.Embodying the daisy values and behaviours at all times.Excellent relationship and people management skillsExcellent technical knowledge of the products and services supported by the deskExcellent verbal and written communication skillsAbility to lead, influence and develop self and othersDrive, self motivation and ability to work under own initiativeExcellent organisational skillsExcellent analytical/problem solving abilities with which to drive continual and service improvementKnowledge and experience working with ITSM tools such as Service NowITIL Foundation certification