Job Overview Be able to work remotely in an Agile Working capacity To supervise the Business Support Team (BST)  (Administration and Helpdesks) to ensure Customer Satisfaction To recruit, motivate and train all employees in the function , ensuring correct manning and optimal resource profiles for helpdesks and tasks are completed in an accurate and timely manner. To support and advise on mobilisations To manage customer expectations and escalations on a day to day basis and escalate issues to Head of National Ops as required Act as the buffer between the helpdesk and Head of National Ops

 

Main Duties

Ensure all  personnel perform to highest standards of quality and customer service and in accordance with company policy.  Ensure all team personnel receive relevant training for their role in accordance with Company policy. To work additional required hours to meet the business needs To undertake additional duties in line with capabilities as required Work closely with the another Team Leaders  supporting on a daily basis and during absences . Problem solve and provide findings of investgations to relevant parties.   What we are looking for Demonstrable experience of customer relationship management that has shown escalation and critical issue resolution. Demonstrable knowledge of a helpdesk function and the needs of a fast paced business. Professional appearance and presentation Methodical and well organised Resilient and tenacious “Can do” approach Flexible and adaptable Good communicator – verbal and written Computer literate Commercially and financially aware Good inter-personal skills Ability to communicate at multi levels Proven experience in problem solving and issue resolution