Description
Customer Support Manager - Immediate Start
Location - Nottingham
My customer is looking to recruit a Customer Support Manager who is immediately available to start a short-term contract. My customer is growing fast, are globally market leading and their software is implemented in half the country's of the world...! They are incredibly pioneering in their technology offering and will provide you with a really challenging and rewarding opportunity. You will need a minimum of 5 years management experience of a support function including managing support engineers and help desk analysts. Any experience of working with telecoms, telephony, or VOIP technology an advantage. A software house, systems integrator or consultancy background preferred.
Experience required:-
- Experience in managing incidents in complex, multi-stakeholder, Matrix-managed environments
- Excellent oral and written communication skills able to liaise effectively with both technical and mine technical stakeholders.
- Ability to assist in strategic planning to achieve business goals.
- Experience of Implementing best practices and providing exceptional customer aftercare
- Customer-facing experience essential.
- Ability to work in cross-functional teams
The Support Manager role is based in Nottingham, however commutable from Derby, Leicester, Grantham, Oakham, Stamford, Chesterfield and Loughborough
The Role:-
. Line managing a team of support engineers, and helpdesk analysts
. Ensure continuous improvement of service using a customer-centric model
. This exciting opportunity will involve defining, managing and improving the support function
. Managing support calls and route accordingly to the appropriately skilled team
. Escalate customer issues to ensure they are resolved to agreed SLA's
. Ensure support teams adhere to the support model and process definition
. Provide training & ensure new staff are supervised
. Be responsible to measuring staff performance and maximising their potential
Please send your CV for an immediate interview with a start date within the week...!