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Exceptional Customer Support Leader

3 weeks ago

Cork, Cork, Ireland beBeeCustomer Full time €45,000 - €60,000
Service Desk Leadership Role

This is a challenging and rewarding leadership position in a service desk environment.

Job Description
  • Develop, lead and motivate a team of Service Administrators to deliver exceptional internal and external support with outstanding customer service.

The role involves overseeing the day-to-day operation of the service desk, working closely with the team to ensure they have the necessary resources to perform their duties efficiently.

  • Manage a team of Service Desk Administrators to achieve high-quality service delivery.
  • Ensure prompt, accurate status and feedback of all incidents and service requests to customers and management.
  • Monitor creation, scheduling, delivery and status of all reactive and planned tasks using procedures and systems in place.
  • Ensure Service Desk Administrators have the resources needed to resolve as many queries/requests as possible.
Duties & Responsibilities
  1. Oversee the day-to-day operation of the service desk.
  2. Lead and motivate the Service Desk Administrators team.
  3. Ensure effective incident and service request management.
  4. Develop and maintain service desk procedures based on best practices.
  5. Provide coaching, development and leadership to team members.
  6. Maintain correct staffing levels, plan shift rotas, approve/schedule annual leave, arrange sickness cover and shift breaks.
  7. Monitor and evaluate the performance of Service Desk staff.
  8. Resolve daily issues impacting the service desk and wider operations team.
  9. Enhance employee morale within the team.
  10. Work closely with Service Managers and their teams.
  11. Track leave, overtime, time in lieu and expenses, working closely with the accounts team.
  12. Produce weekly and monthly reports/statistics detailing activity, trends, issues and resolutions.
  13. Adhere to/improve internal and customer quality standards.
  14. Create annual documents for use across the wider operations team: quotes log, leave trackers, activity planners, etc.
  15. Support the Finance team in efficient account processing.
Requirements
  • Analytical skills with exceptional numerical ability.
  • Highly organized with strong attention to detail and processes.
  • Excellent customer service skills.
  • Strong problem-solving and decision-making abilities.
  • Ability to supervise a team.
  • High motivation and enthusiasm.
  • Fluent English with excellent interpersonal skills.
  • Excellent Microsoft Excel knowledge.
  • Experience with Sage 50 is beneficial.
  • Minimum 3 years experience in a similar role.
Training & Personal Growth
  • Company sponsorship of relevant training (All business-related courses encouraged).
Reports To
  • General Manager.
Remuneration & Conditions
  • Permanent full-time role.
  • Salary dependent on experience.
  • Company laptop and phone.
  • Annual bonus paid at Christmas based on performance.
  • Access to Employee Assistance Programme from start of employment.

Based full-time in our office. Regular travel required to other offices.