Service Delivery Manager

Ashford, Kent
09 Apr 2018
19 Apr 2018
Contract Type
Full Time

Service Delivery Manager
Location: Ashford
Salary Circa £40k

Our client is looking for an experienced  Service Delivery manager to lead their existing team of around 10 people, in providing high quality customer service, prioritising calls and resolving technical issues.
To be successful in this role you must possess excellent customer service skills, be organised and have a keen desire to problem solve. You’ll have experience in managing a small team and be able to communicate effectively with colleagues as well as a global client base.
You must uphold SLAs, continuously monitor support tickets via Zendesk and escalate any issues to the relevant departments. You’ll also be required to provide regular reports to the management team and provide further analysis on the number of tickets being dealt with across the support department.
You will be asked to maintain a high level of customer service across all members of the Support team and provide or arrange regular training to ensure team members are equipped with the latest product knowledge.

Key tasks:
·       Continuous monitoring of incoming support tickets via Zendesk to ensure that requests are being dealt with according to SLAs and in the most appropriate way
·       Reporting on key KPIs such as; total number of tickets raised per day/week/month, tickets with breached SLAs, tickets raised per client, etc.
·       Lead and demonstrate high levels of customer service and best practices through service delivery
·       Take ownership of customers' issues and follow problems through to resolution
·       Recruit, mentor and develop support team members and facilitate an environment where they can progress through encouragement and development
·       Working knowledge of Zendesk, databases and portal management tools
·       Manage the support 24/7 rota, staff holidays and sickness combined with training and development
·       Take a keen interest in the Support websites to ensure that content is up-to-date and refreshed regularly. Analyse stats and suggest new content or video tutorials to reduce enquiries coming into the company
·       Be pro-active and make suggestions on how to improve support flow and client relationships

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