Role details

Deputy Manager for the Service Team

London   •   £30,000 - £32,000   •  Permanent

Bullet points

  • Exciting role supporting growing sociable client service team within cool tech
  • Have you extensive team support experiance and looking for exciting new role?

About Our Client

Fast growing Global Software provider

Job Description

  • Manage, motivate and develop Support Specialists, Product Specialists and Technical Product Specialists

  • Develop and manage effective relationships with customers, stakeholders, and third parties

  • Continuous improvement; support and facilitate the shift leader with operational improvements to service delivery

  • NPS management -internal and external follow up and escalation where required

  • Be the first point of escalation for Shift Leader

  • Ensure that the Risk & Compliance Manager is informed of any perceived risks

  • Ensure all calls are handled professionally and conduct regular call recording reviews for all team members

  • Attend internal meetings to represent the needs of the Service Team, working collaboratively with key stakeholders and internal customers/partners to continually improve shared processes and on a scalable level

  • Be an active, present Product PDT member ensuring the needs of the Service Team are fairly represented in line with all other business requirements

  • Ensure excellent case management within team to safeguard levels of service and that all Service Level Agreements (SLA's) are met

  • Responsible for the team schedule and ensuring have sufficient cover for each shift

  • Monitor and maintain agent productivity levels in accordance with targets and KPI's

  • To ensure that all Specialists have the necessary skills and knowledge to fulfil their roles through consistent, regular 121's, monitoring and training

  • Attend Service Reviews as required, ensuring accurate data is provided together with insightful commentary

The Successful Applicant

Your experience/skills will include:

  • Experience managing and developing a team in a high volume, high pressure environment

  • Experience of managing service standards and customer-focused KPI's

  • Persuasive and credible with internal and external key decision makers

  • Excellent communication skills

  • An inquisitive and analytical mind who is service driven

  • Proven track record in leading and motivating teams to consistently achieve the required Service Level Agreements

  • Can interpret, own, act upon and where necessary produce reports relating to agent productivity levels, utilisation, forecasts and daily call statistics

  • Strong interpersonal skills at all levels including Directors

  • Can use own initiative to achieve the best results

  • Enthusiastic, pro-active and a problem solver

ITIL Foundation V3 desirable

What's on Offer


Extensive Benefits

Sociable team

Apply for this job

Click the Apply or LinkedIn button below or contact Chris Edge quoting job reference 13768392
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