Job Title: Customer Service Desk Manager
Location: HSM UK Burntwood
Reports To: Operations Director
Management Structure: Engineering Manager
Warehouse and Logistics Manager
Business Systems Manager
Role Overview
We are seeking an experienced and proactive Customer Service Desk Manager to lead our front-line support team in delivering exceptional service to clients. This role is critical in ensuring smooth operations, timely resolution of customer queries, and maintaining high standards of professionalism within a fast-paced Service Engineering environment.
Key Responsibilities
- Commercial Focus: Maximising Revenue and Engineer Utilisation
- Team Leadership: Manage and motivate the customer service desk team, ensuring clear objectives, performance monitoring, and professional development.
- Service Delivery: Oversee day-to-day operations of the service desk, ensuring all customer inquiries and issues are resolved promptly and effectively.
- Process Improvement: Identify opportunities to enhance service desk processes, implement best practices, and drive continuous improvement.
- Customer Experience: Maintain high levels of customer satisfaction through effective communication, problem-solving, and relationship management.
- Reporting & Analysis: Monitor KPIs, prepare regular performance reports, and provide insights to senior management.
- Collaboration: Work closely with engineering teams to ensure technical issues are escalated and resolved efficiently.
- Compliance: Ensure adherence to company policies, health and safety standards, and data protection regulations.
Skills & Qualifications
- Proven experience managing a customer service desk or similar role, ideally within a technical or engineering environment.
- Strong leadership and team management skills.
- Handle strong personalities diplomatically and maintain team harmony in a supportive and collaborative work environment.
- Create a psychologically safe environment, recognise stress, and offer resources or empathy.
- Inspire individuals and teams to stay engaged and perform at their best.
- Excellent communication and interpersonal abilities.
- Ability to analyse data and produce actionable insights.
- Familiarity with SAP (desirable), Service Desk Software (essential)
- Problem-solving mindset and ability to work under pressure.
Pay: £35,000.00 per year
Benefits:
- Company pension
- Flexitime
- On-site parking
- Private medical insurance
- Sick pay
Education:
- GCSE or equivalent (preferred)
Experience:
- Customer Service Management : 2 years (required)
- Service Desk : 2 years (required)
Work Location: In person
