Customer Service Desk Manager

Description

Purpose of the Role:

Managing the joint Health and Social Care 1st line customer service desk. Ensuring initial response and triage of customer requests are quickly and effectively managed.

Duties and Responsibilities:

• Responsible for day-to-day management, resource planning and work allocation to meet agreed service levels.
• Acts as the routine contact point, receiving and handling requests for support.
• Monitors service delivery channels and collects performance data.
• Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues. Contributes to creation of support documentation.
• Ensure the customer service desk analysts are identifying the minimum dataset for requirements and manage the collation of information and communication with customers.
• Responsible for the creation of customer facing support documentation.
• Ensure appropriate cover levels at all times for the Customer Service Desk.
• Foster collaboration and effective communication with other Support Managers to ensure seamless coordination and timely resolution of outages.

Requirements:

• Demonstrable experience of managing a team and Service Desk operation, working within Service/Operational Level Agreements and Availability.
• Strong relationship building, influencing, and negotiating skills.
• Demonstrable document management, training and guidance experience.
• Ability to collaborate with staff at all levels to work either as part of a team or independently as required by the task at hand.
• Excellent management knowledge and skills (Example: delegation, influencing, coaching, performance, conflict management).
• Demonstrable strategic thinking.

Skills Required:

• Good documentation skills.
• Excellent relationship & people management skills.
• Strong written & verbal communication and interpersonal skills.
• Good working knowledge of MS Office applications.

At System C, we prioritise transparency in our job requirements and selection criteria, ensuring they are based solely on the essentials needed for effective job performance. We consciously avoid assumptions that could skew our perception of a candidate’s suitability for hire.

Our recruitment practices are designed to ensure that no applicant is unfairly disadvantaged by procedures or requirements that disproportionately affect protected groups without being essential for the job.

For every position, we develop a detailed job description and person specification. This approach maintains our focus on the true demands of the role and the skills, experience, and qualifications necessary. During interviews, we involve multiple interviewers where possible to further mitigate unintentional bias, thereby promoting a fair and equitable hiring process.