Technical Help Desk Manager
View: 105
Update day: 18-05-2024
Location: Basingstoke South East
Category: High Technology Mechanical / Technical Electrical / Electronics IT - Software
Industry: Advertising Services
Position: Mid-Senior level
Job type: Full-time
Job content
Technical Help Desk Manager : EngineeringBasingstoke
** Please note : this is an ENGINEERING Support role and not an IT support position **
GBP58k (neg dep exp) + car / allowance + generous benefits package
Our globally renowned and respected client has been established for more than 60 years and specialise in the design, manufacture and support of bespoke instrumentation and special purpose equipment solutions for supply throughout the world. As a result of continued success and an ongoing programme of strategic growth, they are now seeking to recruit an experienced and proactive Technical Help Desk Manager / Customer Relationship Centre Manager to complement their professional UK Service Team supporting a range of automated laboratory equipment associated with Clinical and Industrial markets across the whole of the UK.
Reporting to the Director of Customer Service, the successful Technical Help Desk Manager candidate will ensure the ongoing development of customer satisfaction, loyalty and retention, providing customers with world class levels of service and contributing to a profitable customer service division as well as the development of sales in conjunction with the sales and marketing teams, all achieved by delivering optimal organisation and efficiency of the Customer Relationship Centre team.
Core responsibilities for this extremely varied and challenging Basingstoke based role will include (but not be limited to):
- The management, motivation and optimisation of the customer service team ensuring the achievement of KPIs in line with the requirements of both internal and external customers.
- The adaptation and development of SOPs within the department to ensure the highest quality of service to customers at all times as well as profitability and efficiency.
- Ensuring that customers contacting the Helpdesk receive relevant and efficient support with the objective of resolving an issue remotely before escalating to requiring an engineer on site, and if this is required, liaising with the service team to assign and dispatch in order or priority.
- Overseeing Quality assurance and the Complaint handling process should any issues arise and in accordance with company guidelines.
- Liasing with the sales and marketing teams regarding potential customer opportunities and potential enhancements, modifications or upgrades that would be beneficial.
- Adopting an ongoing process of Continuous improvement within the division in order to optimise efficiency in all areas of operation.
Contact the Executive Team at Premier Technical Recruitment on or in confidence to for further details.
Deadline: 02-07-2024
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