SERVICE DESK MANAGER- DENTAL
JOB DESCRIPTION
Background:
Agilio Software Group is the UK’s largest provider of back office, compliance, and workforce solutions in primary care and dental.
We have ambitious and exciting growth plans and are looking for talented individuals to be part of our journey.
We have a brand new opportunity to join our Dental Division as Service Desk Manager. This is a central role, supporting the Head of Customer Support, managing, mentoring and coaching the Customer Support team to provide the right outcomes, in the right way across our key verticals in 1st and 2nd line support, ensuring a consistent experience for our customers.
Key Responsibilities:
- Lead the voice of the customer engagement and vision strategy for Dental.
- Establish and agree a set of KPI’s to monitor and measure customer satisfaction
- Implement and set SLA’s with the Customer Support Executives in response to handling customer queries
- Produce performance metrics and reports when required i.e. call response times/handling/resolution
- Conduct customer satisfaction surveys when required, work with the Head of Learning – Dental to identify any improvements and implement
- Conduct regular engagement and coaching sessions to drive individual and business performance
- Develop and maintain a technical understanding of the dental products to train the team and provide first line / 2nd line technical support when required
- Train the customer support desk to maintain customer information, ensuring the CRM database is up to date
- Train the team to identify upsell opportunities, ensuring all leads are notified to the new business team and recorded in CRM
- Train the team to allocate enquiries outside personal scope to the correct department.
The skills and experience which we are looking for in our Service Desk Manager are:
Essential
- Experience of managing B2B customer service.
- 2 years proven experience of leading and managing a customer support team.
Desirable
- Previous SAAS experience
Additional Information
This is a full-time role based in Sheffield – with hybrid working
Salary: £32K – £35K dependant on experience & generous benefits.
- Income Protection
- Life Assurance
- Enhanced pension
- Health Cash plan
- 28 days annual leave + bank holidays
- Sick pay scheme
- A range of flexible benefits available through our Agilio Flex portal
If you feel you have what it takes to join our team, please email your CV along with a covering letter to [email protected]
We look forward to receiving your application!