Job Description
About the Role
We are looking for a proactive Helpdesk Team Leader, to lead a team of Helpdesk Operators managing repairs and maintenance enquiries. You'll pay a key role in delivering excellent customer service, ensuring repairs are managed efficiently, service level agreements (SLAs) are achieved, and your team is supported to perform at their best.
The ideal candidate will be an experienced people manager with excellent customer service skills, the ability to prioritise a busy workload, and confidence in handling escalated enquiries and complaints.
Role Responsibilities
Lead, coach and develop a team of Helpdesk Operators.
Monitor call quality, productivity and customer satisfaction.
Ensure repair requests are logged accurately and prioritised appropriately.
Manage escalated enquiries and customer complaints.
Monitor team performance against KPIs and SLAs.
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