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The role is covered in the following locations: Sheffield

Company Information

Zenopa are proud to be partnering with a longstanding client who are the UKs largest provider of back office, compliance, and workforce solutions in primary care and dental. They have an ambitious and exciting growth plan and are looking for talented individuals to be part of their journey.


Role Overview

We have a brand new opportunity to join their Dental Division as Service Desk Manager. This is a central role, supporting the Head of Customer Support, managing, mentoring and coaching the Customer Support team to provide the right outcomes, in the right way across their key verticals in 1st and 2nd line support, ensuring a consistent experience for their customers.

Key Duties and Responsibilities

- Lead the voice of the customer engagement and vision strategy for Dental.
- Establish and agree a set of KPIs to mon itor and measure customer satisfaction
- Implement and set SLAs with the Customer Support Executives in response to handling cu stomer queries
- Produce performance metrics and reports when required i.e. call response times/handling/resolution
- Conduct customer satisfaction surveys when required, work with the Head of Learning - Dental to identify any improvements and implement
- Conduct regular engagement and coaching session s to drive
individual and business performance
- Develop and maintain a techn ical understanding of the dental products to train the team and provide first line / 2nd line technical support when required
- Train the customer support desk to maintain customer information, ensuring the CRM database is up to date
- Train the team to identify upsell opportun ities, ensuring all leads are notified to the new business team and recorded in CRM
- Train the team to allocate enquiries outside personal scope to the correct department.

Person Specification

The skills and experience which we are looking for the Service Desk Manager are:

Essential
- Experience of managing B2B customer service.
- 2 years proven experience of leading and managing a customer support team

Desirable
- Previous SAAS experience.

Package

This is a full-time role based in Sheffield with hybrid working

Salary: £32K - £35K dependent on experience & generous benefits:
- Income Protection
- Life Assurance
- Enhanced pension
- Health Cash plan
- 28 days annual leave + bank holidays
- Sick pay scheme
- Amongst a range of flexible benefits available

09 Feb 2023

Brooke Latham

Specialist Recruiter

brooke@zenopa.com 01494 818020

Sam Allum

Specialist Recruiter

sam@zenopa.com 01494818031

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Tags

onsite    product support    non sales    customer service    relationship building    software / saas