Client Helpdesk Team Leader

My Client is a well-established business that offers data management solutions for supply chain. A warm friendly open plan office with parking based on Milton Park. This is a brand-new position, where you will be working with a brand-new team managing each customer helpdesk query ensuring they are categorised, prioritised and sent to the relevant team. This new team will need to cover the hours of 7am to 6pm so between the team they may need to rotate shifts to work early or late shifts to cover the hours (to be negotiated within the team).

This role will involve the following activities:

• Responsible for managing the day to day activity of a small Customer Helpdesk team ensuring the customer experience is always exceptional.
• Client engagement both over the phone, email and sometimes face to face and to proactively seek to identify issues, problems and perhaps challenges a client is facing with aim of improving these.
• Team leading of two Customer Helpdesk Coordinators
• Build strong relationships with clients and key stakeholders within the business
• Provide cover for Customer Helpdesk Coordinators where necessary
• Monitoring Client Helpdesk SLAs
• Creation and distribution of Client SLA reports (both internally and externally)
• Escalation point for any client helpdesk issues

Skills and experience:

• 5 years+ Customer services / client helpdesk experience
• Team leader, supervisory experience desirable
• Confidence to deal with internal and external people at all levels
• Experience of working to Service Level Agreements (SLAs)
• Flexible working attitude
• Willing to muck in where required, particularly in the earlier set-up of the team
• Strong Microsoft office skills including excel
• Good analytical skills
• Calm under pressure

Please note: Only candidates with the relevant skills and experience will be contacted regarding this position. If you do not hear back from us within 5 days you have unfortunately been unsuccessful in your application for this position, however we may contact you in the future to discuss other opportunities.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the job.