Customer Service Manager (Helpdesk Manager)
We are currently recruiting for an experienced Customer Service Manager to work from our Leeds office. This role manages and supports the performance of the day to day Service Centre operational activities and also supports the Service Centre Manager in relation to operational improvement projects and mobilisation of new accounts. The post holder will have day to day operational interface with Account teams and their Clients and Consumers to ensure that the Command Centre service delivery is meeting Account and Client expectations, inclusive of KPI’S. Ensuring optimum resources are in place 24/7/365
This is an exciting role to work on a brand new contract, building and recruiting your own team, designing the training and coaching from scratch. This role requires a Manager that has this experience who can hit the ground running from Day one.
Manage the day to day performance of own teams ensuring the continuing achievement of SLA targets. Provide support and mentoring for direct reports.
Look at ways to improve staff retention and contribute to the increase of employee engagement across Service Operations. The post holder will be expected to be actively involved in the Employee Engagement forums.
Frequently review operational processes and to seek and implement new and improved ways of working.
Operate as a collaborative member of the management team, ensuring that accurate information is produced to strict deadlines, analysing weaknesses and developing corrective action.
Produce regular MI reports to the Service Centre Manager to highlight areas of weakness to provide a continuous improvement plan across all areas of the business.
Monitor daily and report KPIs achievement on a weekly basis to the Service Centre Manager detailing mitigated actions
The post will support the Service Centre Manager with the development and benchmarking of systems and processes to ensure on-going improvement in performance/ efficiencies.
Accountable for the quality management training for all staff, working with other Customer Service Managers to be jointly accountable for the multi skilling of the teams.
As directed by the Service Centre Manager will work with the Professional Family and SME to mobilise new clients and services / innovations.
To deputise as required for Service Centre Manager
The Ideal Candidate
§ Demonstrable senior experience in management within a Contact Centre / Service Centre environment
§ Experience in people leadership, management of teams, coaching and training of staff
Ability to lead a team in a rapidly changing environment
Ability to handle multiple priorities in a fast paced work environment
Demonstrated ability to coach & develop individuals and the team
Advanced computer skills in MS Office
Analytical and decision making skills
Remain calm under pressure
Demonstrates the Sodexo values and behaviours
Ability to be flexible and work 5 days out of 7, this is a 24/7/365 day contact centre
Ideally Graduate calibre
In the UK and Ireland, Sodexo employs some 35,000 employees to deliver integrated facilities management services to clients at over 2,000 locations in the corporate, healthcare, education, leisure, defence and justice sectors. With an annual turnover of over £1bn, we provide everything from catering, cleaning and reception to security, laboratory and grounds maintenance services, enabling our clients to focus on their core business.
Sodexo and our clients are committed to safeguarding and promoting the welfare of children and adults within a regulated activity. Certain roles will require applicants to undergo screening appropriate to the post, including checks with past employers and the Disclosure and Barring Service (DBS) and/ or Disclosure Scotland.