Description
Team Manager
Location: Office based – St Ives, Cambridgeshire
Salary: £27,300
Job Type: Full time
Hours: Monday to Friday 8:30am – 5pm, On call cover and 1 week in 4 for weekend cover
About Us
Elogs, part of the wider Marlowe SRC division, where we redefine efficiency in the realm of electronic logging solutions. At Elogs, we are dedicated to simplifying and streamlining the way businesses manage their logs and records. As a pioneering force in the industry, our mission is to empower organisations with innovative tools that enhance compliance and productivity.
Elogs takes pride in offering user-friendly solutions tailored to the unique needs of our clients. Join us in revolutionising the future of electronic logging, where your contribution will be instrumental in shaping a more streamlined and compliant landscape.
About the role
To ensure the smooth running of the service desk for allocated customer accounts. Driving service excellence and efficient performance of the team.
Key Duties
- Line management of the team
- Ensuring KPI’s and SLA’s are met on allocated customer accounts
- Weekly reporting on Service Desk statistics
- Implementing approved solutions for improved performance
- Coaching and management of direct reports
- Producing and maintaining process documentation for customer accounts
- Investigate and respond to complaints from clients
- Managing staff allocation across client accounts on a day-to-day basis
- Working with Other Team Manager Colleagues to ensure cover & Collaborative working across the Service Desk
- Providing support and cover for other Team Managers
- Attend meetings with Client Account managers
- Occasional attendance at client meetings
- Providing on-call out of hours escalation support (Nights & Weekends) on a rota basis
- 1st line holiday approval & absence reporting
- Undertaking annual performance reviews of direct reports
Skills & Experience
- Logical thinker & Problem Solver
- Minimum 3 years’ experience in a customer service environment
- Experience in people and team management.
- Articulate & Personable
Why join us?
People are at the heart of everything we do. By putting people first, we invest more in developing them alongside creating career growth opportunities and advancement across the division. It is our priority to ensure our employees feel valued and inspired and we commit to supporting you every step of the way.
Our clients expect the best from us, and we expect the same from our colleagues. This is why we offer a wide range of fantastic benefits to support you in both your personal and professional life.
Benefits:
- 25 days annual leave plus bank holidays
- Contributory pension scheme
- Voluntary private medical
- Simply health care plan
- Gym and retail discounts
- Cycle to work scheme
- Quarterly charity days
- Religious holiday swap
- Car maintenance scheme
- Employee assistance programme
- Life learning – online learning materials
- Support with professional membership costs
INDHS