Customer care manager Work, Jobs in Glasgow, Sct (with Salaries)

Helpdesk Supervisor - Glasgow Head Office
City Facilities Management (UK) —Glasgow
- £33,212.48 a year
- Weekend availability
- Management
- Customer service
- Communication skills
3d
Customer Experience Manager
Sainsbury's —Stirling
- From £32,700 a year
- Management
- Leadership
- Employee discount
Helpdesk Team Leader (Backshift) - Glasgow Head Office
City Facilities Management (UK) —Glasgow
- £29,214 a year
- Full-time
- Presentation skills
- Leadership
- Communication skills
- Annual leave
- Work from home
Customer Experience Lead
Invercare —Renfrewshire
- £14.46 an hour
- Part-time
- Supervising experience
- In-person
- Care plans
- Free parking
- Paid training
Quick apply
2d
Learning & Development Manager
Chisholm Hunter Ltd —Glasgow
- Full-time
- Sales
- Travel
- Organisational skills
- Employee discount
Quick apply
Account Manager
Safetykleen —Stirling
- £32,000 - £35,000 a year
- Full-time
- Employee assistance programme
- Referral programme
Quick apply
Customer Success Manager
Lahiala Business Transformation —Glasgow
- £2,668 - £3,500 a month
- Full-time
- Sales
- Communication skills
Quick apply
1d
Customer Success Manager
Mears Group —Coatbridge
- Up to £46,000 a year
- Management
- Maintenance
- Presentation skills
- Annual leave
- Employee discount
23h
Customer Service Team Manager 24/7 shift pattern
Barclays —Glasgow
- Weekend availability
- Hybrid work
- Banking
Product Support Manager
Jaguar Land Rover —Irvine
- £107,000 - £150,000 a year
- Management
- Analysis skills
- Bachelor's degree
- Annual leave
4d
General Manager
ORO —Glasgow
- £18 - £24 an hour
- Part-time
- Serving
- Management
- In-person
- Free parking
- Store discount
Quick apply
Business Development Manager
Porrelli's Ice Cream —Paisley
- From £34,000 a year
- Full-time
- Hospitality
- Sales
- Customer service
- Employee discount
Quick apply
11d
Sales Manager
NEXT —Dunbartonshire
- From £26,772 a year
- Weekend availability
- Employee discount
11d
Customer Support and Collections Team Leader
Close Brothers —Glasgow
- Full-time
- Hybrid work
- Continuous improvement
- IT
- Communication skills
8d
Service Manager
Perfect Service Solutions Ltd —Stirling
- £32,000 - £42,000 a year
- Full-time
- Microsoft Excel
- Microsoft Office
- Organisational skills
- Free parking
Quick apply
2d
General Manager
Swim Sports Company Ltd —Renfrew
- £32,000 - £36,000 a year
- Weekend availability
- Sales
- Customer service
- Business development
- Employee discount
Quick apply
Customer Contracts Manager
Alexander Dennis —Larbert
- Full-time
- Hybrid work
- Contracts
- Communication skills
Quick apply
Client Service Team Leader 24/7 shift pattern
Barclays —Glasgow
- Weekend availability
- Hybrid work
- Continuous improvement
Manager - Burrell Collection
Benugo —Glasgow
- £32,000 a year
- Weekend availability
- Management
- Customer service
- Leadership
- Annual leave
- Employee assistance programme
Quick apply
Assistant General Manager - Burrell Collection
Benugo —Glasgow
- £35,000 a year
- Weekend availability
- Café
- Communication skills
- Annual leave
- Employee assistance programme
Quick apply

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Helpdesk Supervisor - Glasgow Head Office

City Facilities Management (UK) -
Glasgow

Apply Now

Job details

Full-time
£33,212.48 a year
3 days ago

Qualifications

Management
Customer service
Disaster recovery
Communication skills
Time management
Help desk

Full job description

Job Title: Helpdesk Supervisor

Location: Glasgow Head Office

Contract: Permanent

Working hours: 37 5 hours per week | 5/7 shift pattern

On Call: On call required for Out of Hours & Weekends, on call fee is paid in additional to salary

Salary: £33,212 48 per annum

Job Purpose:

The Helpdesk Supervisor is overall responsible in managing the Helpdesk to ensure it meets and exceeds service levels (SLAs) required for all internal and external stakeholders The role will be responsible to lead a team of Team Leaders This includes all day-to-day aspects of the HD Delivering all SLAs through effective people management

The Helpdesk Supervisor support the objective of our helpdesk colleagues acting as one City, being the best they can be, and showing they care

Key Responsibilities:

People

Recruit, lead, coach and motivate a team of Team Leaders to deliver world class customer excellence and SLAs
Conduct monthly 121 with Helpdesk Team Leaders
Deliver effective coaching, engagement and development strategy for all levels and being ready for fit for growth
Develop and implement engagement action plans for your team, based on feedback from engagement surveys, listening groups and team meetings
Manage any underperformance within the team through our agreed processes
Reward and recognise outstanding performance, using our agreed recognition tools
Ensure company policies and practises (e g , discipline and grievance, absence management, performance management, etc ) are implemented consistently across your team
Ensure LTO is kept at SLA < 25%

Performance

Achieve all customer Service Level Agreement levels
Ensure that quality standards target is achieved, provide feedback and SMART lead objectives
Achieve the City standard employee engagement target
Deliver quality standards, review trend analysis, and implement change to succeed
Deliver customer service levels agreements through delivering customer excellence

Process

Ensure all HD processes are correct and rolled out across the HD in conjunction with the training & quality department
Identify training needs, develop, and deliver training materials to maximise potential and performance within the team
Implement Disaster Recovery Processes for all function of Helpdesk

Knowledge, Skills and Abilities:

Previous experience of planning staffing rotations, optimisation of staff based on call profile
Understanding of call quality models is essential
Working knowledge of Microsoft packages, ability to analysis & present data
Strong communication skills, both written and verbal required
Strong PC skills, able to effectively communicate in, both written and verbal
Ability to have excellent time management and work on own initiative
A working knowledge of the maintenance service within the FM industry is essential, with previous working knowledge of using CAFM system
Previous experience of leading a helpdesk team is essential
Previous experience of working within fast-moving customer service environment would be advantageous
Effective problem-solving and decision-making
Highly flexible and self-starting

Apply Now

Refine Your Search

customer care manager jobs in glasgow, sct

Helpdesk Supervisor - Glasgow Head Office

Customer Experience Manager

Helpdesk Team Leader (Backshift) - Glasgow Head Office

Customer Experience Lead

Learning & Development Manager

Account Manager

Customer Success Manager

Customer Success Manager

Customer Service Team Manager 24/7 shift pattern

Product Support Manager

General Manager

Business Development Manager

Sales Manager

Customer Support and Collections Team Leader

Service Manager

General Manager

Customer Contracts Manager

Client Service Team Leader 24/7 shift pattern

Manager - Burrell Collection

Assistant General Manager - Burrell Collection

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