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

Helpdesk Supervisor - Glasgow Head Office
City Facilities Management (UK) —Glasgow
- £33,212.48 a year
- Weekend availability
- Management
- Customer service
- Communication skills
4d
Warranty Administrator
Pentagon Motor Group —Glasgow
- Up to £32,000 a year
- Monday to Friday
- Computer skills
- Communication skills
- Employee assistance programme
- Employee discount
Quick apply
Senior Manager - Operational Excellence
Nationwide Building Society —Glasgow
- From £75,000 a year
- Full-time
- Financial services
- Leadership
9d
Project Coordinator
Scottish Power —Cambuslang
- From £38,760 a year
- Customer service
- Computer literacy
- Presentation skills
- Annual leave
- Employee discount
6d
Head of Procurement and Commercial
SSE —Glasgow
- £80,700 - £121,100 a year
- Full-time
- Employee discount
- Gym membership
6d
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
Senior Operations Manager
Nationwide Building Society —Glasgow
- From £68,000 a year
- Full-time
- Customer service
- Continuous improvement
- Communication skills
9d
CX Team Member
Foot Locker —Glasgow
- £10.00 - £14.12 an hour
- Part-time
- Sales
- Employee assistance programme
- Employee discount
10d
Head of Portfolio Optimisation
SSE —Glasgow
- £120,000 a year
- Analysis skills
- Communication skills
- Employee discount
4d
Tech Team Executive - Glasgow
Matthew Algie —Glasgow
- £27,626.30 a year
- Full-time
- Computer literacy
- Administrative experience
- Business development
Service Colleague (Express)
ASDA —Glasgow
- £13.10 - £15.64 an hour
- Part-time
- Employee assistance programme
- Employee discount
Learning & Development Coordinator
GAP Group —Glasgow
- Full-time
- Microsoft Excel
- Microsoft Office
- Human resources
Service Desk Team Leader - Glasgow Head Office
City Facilities Management (UK) —Glasgow
- Full-time
- Customer service
- Organisational skills
- Leadership
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
4d
Customer Service Representative - Glasgow
City Facilities Management (UK) —Glasgow
- £25,468.38 a year
- Overtime
- Customer service
- Work from home
- Employee discount
Customer Delivery Driver
ASDA —Glasgow
- £13.10 an hour
- Part-time
- Customer service
- Communication skills
- Annual leave
- Employee assistance programme
Incident Customer Service Operator - Glasgow
City Facilities Management (UK) —Glasgow
- £25,603 a year
- Full-time
- Microsoft Office
- Administrative experience
- Communication skills
- Free parking
- Annual leave
Head of Energy Customer Solutions (ECS) Finance Business Partner
SSE —Glasgow
- £80,700 - £160,100 a year
- Full-time
- Employee discount
5d
Service Delivery Scheduler - Glasgow
Matthew Algie —Glasgow
- £27,626.30 a year
- Overtime
- Annual leave
- Employee assistance programme
12d
Telephone Support Administrator
Connelly Security Systems Ltd —Glasgow
- From £26,227.50 a year
- Full-time
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
Quick apply
3d

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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
4 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

head of customer service jobs in glasgow

Helpdesk Supervisor - Glasgow Head Office

Warranty Administrator

Senior Manager - Operational Excellence

Project Coordinator

Head of Procurement and Commercial

Helpdesk Team Leader (Backshift) - Glasgow Head Office

Senior Operations Manager

CX Team Member

Head of Portfolio Optimisation

Tech Team Executive - Glasgow

Service Colleague (Express)

Learning & Development Coordinator

Service Desk Team Leader - Glasgow Head Office

Service Manager

Customer Service Representative - Glasgow

Customer Delivery Driver

Incident Customer Service Operator - Glasgow

Head of Energy Customer Solutions (ECS) Finance Business Partner

Service Delivery Scheduler - Glasgow

Telephone Support Administrator

I want to receive the latest job alerts for head of customer service in glasgow

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