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Role Filled
Service Desk Manager – Dental
Dental Health Supplier
Internal Technical Support
Dental
Sheffield
£32 - £35k Basic
Software/Saas
Role Overview
We have a brand new opportunity to join their 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 their key verticals in 1st and 2nd line support, ensuring a consistent experience for their customers.
Company Information
Zenopa are proud to be partnering with a longstanding client who are the UK’s largest provider of back office, compliance, and workforce solutions in primary care and dental. They have an ambitious and exciting growth plan and are looking for talented individuals to be part of their journey.
Role Requirements
– Lead the voice of the customer engagement and vision strategy for Dental.
– Establish and agree a set of KPI’s to mon itor and measure customer satisfaction
– Implement and set SLA’s with the Customer Support Executives in response to handling cu stomer 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 session s to drive
individual and business performance
– Develop and maintain a techn ical 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 opportun ities, 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.
Person Specifications
The skills and experience which we are looking for the 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.
Package
This is a full-time role based in Sheffield – with hybrid working
Salary: £32K – £35K dependent on experience & generous benefits:
– Income Protection
– Life Assurance
– Enhanced pension
– Health Cash plan
– 28 days annual leave + bank holidays
– Sick pay scheme
– Amongst a range of flexible benefits available
Locations
Alfreton
Ashton-under-Lyme
Barnsley
Birkby
Bradley
Burton upon Trent
Buxton
Cheadle
Chesterfield
Cleethorpes
Deighton
Derby
Dewsbury
Doncaster
Dronfield
Elland
Grimsby
Halifax
Hebden Bridge
Huddersfield
Hyde
Ilkley
Leeds
Macclesfield
Mansfield
Matlock
Newark
Normanton
Nottingham
Oldham
Pontefract
Pudsey
Rochdale
Rotherham
Scunthorpe
Sheffield
Sowerby Bridge
Stockport
Sutton-in-Ashfield
Wakefield
Wetherby
Previous Listing
Date Updated
28 Feb 2024
Job reference
70941
Categories
Full Time
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