To £50,000

Our client is a successful and expanding business which provides outsourced IT services to traders within the dynamic Energy Market.  They currently have an outstanding opportunity for an experienced Customer Services Manager who is seeking a new and interesting career to manage a team and office within a helpdesk environment.  They seek a professional with a minimum of 5 years relevant experience to manage a small Help Desk team who are tasked with providing support for businesses using a bespoke software system.  This role will ideally suit someone who has previously worked within the financial services industry, has good working knowledge of providing outsourced services and has worked to achieve improved Service Levels for clients.

You and your team will be responsible for providing day to day support to users of the company’s software.   This will encompass the complete portfolio of support, maintenance, release and project activities and will require a high degree of customer and supplier interaction by telephone and email. It is therefore essential that you are a good communicator, who is articulate and able to multi-task.

Key Responsibilities:

• Responsibility for management of the service team, including ongoing recruitment and staff development.
• Day to day business administration and office management.
• Own and oversee the production of necessary internal and customer-facing reports and documentation.
• Monitoring of progress and escalation of support issues with customers and suppliers as required.
• Schedule team resources, including customer visits, training or other off site work as required.
• Manage the issuing of client invoices and the collection of revenues.
• Develop strong relationships as a trusted advisor with key personnel in Customer organisations.
• Day-to-day support and maintenance activities ensuring that service levels are effectively maintained.
• Providing some out of hours support on a shared rota basis in line with agreed schedule.
• Ensure appropriate collection and collation of customer support feedback for ongoing project delivery.
• Oversee and participate in testing activities and co-ordinate customer test plans.

Key Skills:

• Although this role will involve working within an IT related Helpdesk environment, it is not a technical role.  However, you will need to be a proficient user of the Microsoft Office suite of products, including Excel and PowerPoint.
• The ideal candidates will also possess previous operations management experience from within in an SME business.

Contact: Jill Thomas jthomas@theoaklandpartnership.com 020 7822 8640