Customer Support Manager - IT and Telecoms

Churwell, Leeds
To commensurate with experience
02 Feb 2018
02 Mar 2018
Contract Type
Full Time

Contact Details

Customer Support Manager - IT and Telecoms
Churwell, Leeds

Our client, a specialist IT and Telecoms firm headquartered in Leeds, are looking for an Customer Support Manager to join their growing team.

You need to be experienced in both customer and IT support. You’ll be highly IT literate with a proactive, customer focussed approach.  Experience of telecoms and networking is preferred by not essential.

You’ll be responsible  for a Customer Support function which has responsibility for:

  • In hours and out-of-hours telephone and web-based support
  • SIM provisioning
  • Device preparation and dispatch
  • Warranty support
  • On-site hardware installation
  • On-site hardware maintenance
  • Return to base hardware maintenance

Your duties will include:

  • Line management of (and assistance with) the telephone/web and on-site support/install teams
  • Ensure robust processes and policies are in place
  • Ensure that policies are followed at all times
  • Line responsibility for the quality of data input into CRM by support staff
  • Develop knowledge bases and knowledge sharing
  • Train and develop support staff
  • Develop and analyse key support metrics
  • Act as an escalation point for customers
  • Ensure that the Support Team contributes to business growth by the efficient and rapid resolution of problems and handling of scheduled installs and maintenance
  • Ensure that the team manages stock effectively (including robust processes to ensure that stock is available ‘just in time’ for installs

You’ll be part of a small but growing team at an exciting time in our development.  Ideal candidates will be IT Support professionals with highly developed customer support skills who are looking to shift to the management of a Customer Support team.

Salary will be commensurate with experience.

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