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Customer Service Manager

Published
Published3rd April
Job Type
Job TypePermanent
Location
LocationUnited Kingdom
Remote
RemoteNo
Consultant
ConsultantLouisa Dickins
Sector
SectorSaas
Salary
Salary35,000 - 38,000 / Year

Our Client based in London is looking for a Customer Service Manager (Service Operations/Helpdesk) to join their team.

Our Client based in London is looking for a Customer Service Manager (Service Operations/Helpdesk) to join their team. 
  
Process & analysis 

  • Development of the Service Operations tools (system), process and materials to manage incoming tickets and ensure resolution 
  • Ensures standards and actions/processes for different incident levels are followed according to ITIL process, co-developed with Technology Director 
  • Runs major incident management process, provides emergency information to management where significant issue(s)  
  • Propose, develop and conduct regular reporting on incident levels and volumes 
  • Creates knowledge base of common challenges and resolutions, FAQs etc., to reduce overhead when unavoidable or known but not yet resolved issues recur and communicates to Sales and Customer Success 
  • Analyse and categories issues to be able to identify root causes and common problems that can be resolved en masse; recommends actions to reduce the volume of issues at source, vs just responding 

  
Customer Activity 

  • Key point of contact for incoming customer service issues, whether direct, or referred from Customer Success or Sales teams, recording the issue, triaging and defining next action to be taken 
  • Responsible for ensuring all issues are acted on promptly, followed up, and ultimately resolved to customer satisfaction 
  • Liaises with third party suppliers and customers own tech and ops to resolve issues where source is not within the company’s control. 

Requirements and skills 

  • Proactive and efficient person who ensures every item is worked through according to procedures and nothing is missed 
  • Ability to resolve routine issues themselves, and/or part-solve technical issues to the point where they can instruct technical activity 
  • Builds confidence of whole team and customers in proactivity, ownership, pace and calmness under pressure. 

Possible Background 

  • Proven work experience in a Service Operations or Helpdesk function 
  • SaaS business experience desirable. 

  

LMRE consultant

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