Service Desk Analyst

Job Ref: DJPF1202
Job Title: Service Desk Analyst
Location Warwickshire
Salary: £24,000 + Excellent Benefits
Employment Type: Permanent

As a 1st line Service Desk Analyst you will lead a team of Specialist planners to deliver industry aligned best practice with a Planning function. Deputising to the Head of Resource Planning you will help to deliver Strategy to become an award-winning Planning Function.

Some of the Responsibilities include:
• To be the first point of contact into the IT department, providing the requisite number of hours of cover to the support hours required by the business
• Respond to calls related to all IT queries, requests, hardware/software issues and problems via a variety of sources (Telephone, Email, Web Portal) and log those contacts in the appropriate Service Management tool.
• Manage contacts logged in the Service Management tool, either in person by or via escalation to the appropriate team or person, ensuring that the “customer” is set the correct expectation in terms of actions required, timescales, and follow through, to ensure customer expectations are met.
• Ensure incoming contacts are logged accurately and that sufficient information is acquired to achieve a restoration service in as soon as possible.
• Monitor Service Desk calls to ensure where possible they are closed within agreed SLA’s.

If you are interested to apply:
• Knowledge of Microsoft Office Applications and basic knowledge of Desktop operating systems (Win7, Win10).
• Strong interpersonal and communication skills, particularly customer facing skills including listening skills and an excellent telephone manner.
• Experience of working in a customer support environment.
• Problem solving and analytical skills.
• Ability to work effectively as a member of a team whilst able to understand instructions and use own initiative to work with minimum supervision.
• Ability to follow procedures.
• Able to assess business priorities and prioritise IT support logs.
• Able to assess the business impact of hardware and software downtime, and schedule work or respond to customer requests accordingly.
• Willingness to learn and be flexible

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Team Leader/Team Manager Customer Service

Job Ref: DJMA1760
Job Title: Team Leader/Team Manager Customer Service
Location: London – Greater London – South East
Salary: £30-35,000 plus bonus and bens
Job Type: Permanent

An opportunity for an experienced Customer Service Team Leader/Team Manager to take responsibility for a multi-channel, digitally aligned and rapidly growing customer contact operation.

The organisation offers a growing and positive environment, where personal development is encouraged and welcomed across the business.

As the Team Leader/Team Manager within customer service, you will work with the senior customer management team to identify and develop best practice, driving a positive, performance focussed culture which achieves and exceeds SLA’s and delivers exceptional customer and employee engagement.

You will take full ownership and responsibility for your team, nurturing, coaching and developing your Customer Service Advisors to enhance their skills and performance levels.

The ability to prioritise and set daily tasks, whilst recognising that flexibility may be required due to the day to day demands of the business will be key to achieving the best possible service levels.

Some of the duties and responsibilities for the Team Leader/Team Manager will include:

Delivering strong people leadership skills in an operational environment
Positively influence and contribute to the team culture
Motivate, coach and develop staff in the Contact Centre
Provide exceptional customer service via phone, email, live chat and social media
Respond to customer complaints and escalate issues as necessary
Drive continuous improvement ethos within the contact centre and the business
Define and develop opportunities to improve processes, procedures and a better service proposition to our customers

If you are interested in applying for this position, you will need a proven track record as a Team Leader/Team Manager, working with a team of customer service advisors to develop an improved customer service offering and a great place to work. Used to achieving SLA’s and KPI’s you will take ownership of the ongoing customer service delivery and look to improve existing operations as the business continues to grow.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organizations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Service, Planning, Data, Programmes, Change Transformation, Digital and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.
All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Customer Service Manager

Job Ref: DJKG1226
Job Title: Customer Service Manager
Location: Ealing, London
Salary: £40k

Exciting role with an innovative, entrepreneurial and growing company that sells products across the UK, European and International markets.

The Role
The main responsibility is to develop and support a small customer support team. You will also implement processes and procedures along with training programmes and techniques. This is a young up and coming US company with recent operations based now in the UK.

• Implement customer service policies and procedures
• Recruit and train customer service agents
• Deal with complex and escalated customer service concerns
• Track review and resolve customer complaints

The Candidate
My client is looking for a driven leader who has a proven success in working within customer service, complaints and escalations. Ideally with experience in working with the travel, retail or FMCG space – and an added benefit if you are able to speak French at a business level standard. This role would also be ideal for someone that has a natural entrepreneurial approach.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organizations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.