Head of customer experience Work, Jobs in Glasgow, Sct (with Salaries)

Service Desk Team Leader - Glasgow Head Office
City Facilities Management (UK) —Glasgow
- Full-time
- Organisational skills
- Contracts
- Training & development
Relationship Centre Manager - Glasgow and Troon
Scottish Building Society —Glasgow
- Full-time
- Team management
- Financial services
- In-person
- Health & wellbeing programme
- Referral programme
Quick apply
11h
Head of Claimant Experience
Infected Blood Compensation Authority —Glasgow
- £58,655 a year
- Full-time
- Management
- Presentation skills
- Continuous improvement
- Annual leave
3d
CX Team Member
Foot Locker —Glasgow
- £10.00 - £14.12 an hour
- Part-time
- Customer service
- Employee assistance programme
- Employee discount
HR Advisor
Celtic Football Club —Glasgow
- Human resources
- Recruiting
- Organisational skills
- Free parking
- Employee assistance programme
6d
Project Coordinator (Post Production)
Voquent —Glasgow
- £26,000 - £30,000 a year
- Full-time
- Remote
- CRM software
- Organisational skills
- Typing
- Annual leave
Front of House for Top Dental Chain Head Office
Dental Scotland —Glasgow
- From £14.50 an hour
- Full-time
- Microsoft Office
- IT
- In-person
- Flexitime
- Employee discount
Quick apply
Head of Customer Operations
AGS Airports —Glasgow
- Full-time
- Customer service
- Continuous improvement
- Recruiting
- Free parking
- Employee assistance programme
3d
Technical Bureau Operator (Weekends) - Glasgow
City Facilities Management (UK) —Glasgow
- £10,574.41 a year
- Overtime
- Computer literacy
- Computer skills
- Communication skills
Merchandiser
Trespass —Glasgow
- Full-time
- Merchandising
- Data analysis skills
- Continuous improvement
- Free parking
- Employee discount
Quick apply
7d
Programmes Administrator
University of Strathclyde —Glasgow
- £28,031 - £30,378 a year
- Customer service
- Administrative experience
- Continuous improvement
7d
Warranty Administrator
Pentagon Motor Group —Glasgow
- Up to £32,000 a year
- Monday to Friday
- Computer literacy
- Computer skills
- Communication skills
- Employee assistance programme
- Employee discount
Quick apply
Communications Manager - 12 Month FTC
Network Rail —Glasgow
- £35,582 - £43,400 a year
- Full-time
13d
Head of Group Brand
SSE —Glasgow
- £95,000 a year
- Full-time
- Team management
- Employee discount
- Gym membership
4h
Policy Officer - Consumer Vulnerability
OFGEM —Glasgow
- £29,313 - £33,936 a year
- Part-time
- Hybrid work
- Analysis skills
- Presentation skills
- Communication skills
- Annual leave
- Flexible schedule
5d
Customer Service Executive - Glasgow
Matthew Algie —Glasgow
- £27,626.30 a year
- Full-time
- Computer literacy
- Writing skills
- Computer skills
- Annual leave
- Employee discount
Area General Manager
Hotel Indigo Glasgow —Glasgow
- Full-time
- Sales
- Hotel
- Training & development
- Annual leave
- Referral programme
Quick apply
10d
Analysis & Insight Manager
Nationwide Building Society —Glasgow
- £56,000 - £60,000 a year
- Full-time
- Analysis skills
- Communication skills
- Banking
8d
Customer Loyalty Executive
Focus Group —Bellshill
- £25,000 a year
- Full-time
- Hybrid work
- Organisational skills
- Phone etiquette
- Communication skills
- Annual leave
Quick apply
Talent Acquisition Partner
GAP Group —Glasgow
- Full-time
- Microsoft Office
- Recruiting
- Communication skills

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Service Desk Team Leader - Glasgow Head Office

City Facilities Management (UK) -
Glasgow

Apply Now

Job details

Full-time

Qualifications

Contract management
Report generation
CAFM software
IT service management
Performance management
Change management
Staff training
Organisational skills
Contracts
Change leadership
Management reporting
Customer support
Training & development
Leadership
Team motivation leadership
Communication skills
Rota coordination

Full job description

Location: Glasgow

Coordinate the day-to-day tasks of the Service Desk, ensuring compliance with contractual KPI targets and SLAs
Lead, drive, line manage and motivate a team that exceeds customer expectations and delivers a quality customer experience
Drive the team take ownership of their tasks and areas of responsibility
Identify and deliver training as required
Ensure that all team members take ownership and have accountability of a problem by ensuring and developing a thorough understanding of processes
Produce and analyse daily/weekly reports to improve and maximise teams’ performance
First point of escalation for issues raised by Service Desk operators
Ensure continuous development and understanding of CAFM/system functionality and how to apply this within processes
Performance manage the team including regular 121s with to ensure issues are identified and resolved quickly
Day to day supervision of the Service Desk operators, including but not limited to conduct, performance, time keeping, attendance and capability Taking the necessary and appropriate actions to address any inappropriate behaviour or low standards, with support and advice from the Service Desk manager and HR
Assist Service Desk manager with management and production of staff rota ensuring coverage for holiday, sick absence etc
Fully support the Service Desk Operations Manager by establishing and maintaining an organised, structured, and well managed working environment
Work with the Service Desk Operations Manager to develop and maintain the skills and enthusiasm of all Service Desk Operators
Point of escalation within the Service Desk
Drive up customer perception and satisfaction
Assisting in the producing of performance reports for senior management, which may include but is not limited to reports on staff performance, service development etc
Work in conjunction with the other Service Desk teams to ensure a seamless end to end service
Support with training and induction of new starters
Work in partnership with the other Service Desk Supervisors to support best practice
Any other duties as required by the Service Desk Operations Manager

Minimum 2 years’ experience in a Service Desk environment (preferably FM)
Previous experience as a team leader preferable
Commercially astute, used to a contract operating environment with SLAs and KPIs
Enthusiasm to be a leader in a growing and customer focused environment
Can demonstrate good leadership skills or potential with excellent communications and organisational abilities
An outgoing and calm approach that helps to build excellent working relations and a harmonious environment
Ability to coach and motivate a team to provide the best customer service whilst operating within defined contract terms and processes
Excellent communicator and able to influence effectively at all levels
Knowledge of processes, protocols and procedures, personnel management and personnel policy
Knowledge of reporting techniques
Demonstrated skills in employee supervision
Ability to lead change and innovation
Interpersonal skills to effectively motivate others
Knowledge of computer application programs
Organisational and customer service skills to effectively manage multiple priorities
Interpersonal communication skills to include verbal and written, active listening, critical thinking, persuasiveness, advising and counseling skills
Ability to quickly evaluate issues and identify resolution

Apply Now

Refine Your Search

head of customer experience jobs in glasgow, sct

Service Desk Team Leader - Glasgow Head Office

Relationship Centre Manager - Glasgow and Troon

Head of Claimant Experience

CX Team Member

HR Advisor

Project Coordinator (Post Production)

Front of House for Top Dental Chain Head Office

Head of Customer Operations

Technical Bureau Operator (Weekends) - Glasgow

Merchandiser

Programmes Administrator

Warranty Administrator

Communications Manager - 12 Month FTC

Head of Group Brand

Policy Officer - Consumer Vulnerability

Customer Service Executive - Glasgow

Area General Manager

Analysis & Insight Manager

Customer Loyalty Executive

Talent Acquisition Partner

I want to receive the latest job alerts for head of customer experience in glasgow, sct

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