[Gllug] Technical Customer Services Manager in London

[James Tobin]

Hello

I am looking to recruit a Technical Customer Services Manager for a technology company in London.

What you must be an experienced Technical Helpdesk or Service desk Manager in a telecommunications/IT environment. You must have a thorough understanding of the customer's technology and be able to build immediate respect from your team which will be key in
managing, building and developing this technical team further.

Technical knowledge preferably needs to include:

1. MySQL Querying, SIP, TCP/IP, LAN, DSL, Wi-Fi
2. Advanced knowledge of Excel, Word, and PowerPoint is essential
3. Ability to write SQL queries would be a definite bonus point

The role - To manage, track, grow, develop & mentor a dedicated team providing telephone & online service to an outstanding standard
throughout the world. To assist the management team by providing the voice of the customer for product development and testing of new products.

The successful candidate - The successful candidate must be a self-starter with good knowledge of customer service/helpdesk call &
contact centers and have a solid track record of excellent performance. The candidate must be confident in learning new software packages to an advanced level to be able to administer policies and procedure changes.

Previous Skills/Experience/Attributes Required:

1. Dynamic with the ability to build confidence and trust of the customer service team from the word go
2. Managing, growing and developing call centre/helpdesk/customer care teams
3. Excellent man-management skills to include training and on-going
development of staff
4. Managing outsourced partners (e.g. outsourced call centre vendors)
5. Experience of the telecoms/IT sector would be highly beneficial &
likely to be essential in this position
6. Change programs within a customer service or helpdesk environment
7. CRM and helpdesk systems knowledge would be hugely beneficial

The package is exceptional and will include a great base + bonus, private medical insurance, permanent health insurance, 25 days annual leave, group life (death in Service x4 salary), pension – contrib at 4.5%, travel insurance, fully expensed mobile.  I believe a season ticket loan may be available too.

In addition, I would be in a position to offer any person that commences employment with this customer via my representation a one-off payment of £500.

Please e-mail me using jamestobin at hotmail.com to learn more.

Kind regards
James

// James Tobin
// +44 (0) 7952 145 127


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