Chiltern Recruitment Ltd
Location
High Wycombe, Buckinghamshire | United Kingdom
Job description
Our client, based in High Wycombe, is looking for a Support Desk Manager (Hybrid working) to join their busy organisation.
This will involve some European travel, 3 days in the office (during probationary period this will be 4 days to assist with training/onboarding).
Duties of the Role:
Providing training on and ensuring appropriate use of the Customer Relationship Management (CRM) systems
Ensuring timely/successful delivery of their solutions according to Franchisee needs and objectives.
Collaborating with the wider team to set, review and continually challenge supplier and distributor SLAs, to ensure ongoing development of the service and support available to Franchisees.
Initiating regular meetings with key internal stakeholders to strengthen relationships and assess ongoing needs of Franchisees, based on key reporting information from CRM.
Translating available customer data contained within their platform and other sources into actionable insights and improvement projects.
Acting as a senior point of escalation for both internal and external stakeholders.
Analysing weekly/monthly reports, identifying trends and conducting root cause analysis to promote a culture of continuous improvement to drive levels of satisfaction amongst Franchisees.
Providing regular and ad-hoc reports to the Head of Franchisee Engagement, and other key stakeholders, feeding into Franchisee facing events and activities as well as internal review meetings.
Driving the adoption of best practice processes with a review of current ways of working and integration of new working practices.
Special Requirements:
Highly skilled at stakeholder engagement, always acting with honesty and integrity and in line with company culture and values.
Team player with the ability to build trusted and meaningful relationships with others at all levels, both internally and externally.
Proven relevant experience in a similar role, for example, client delivery/customer excellence.
Strong interpersonal skills to promote a positive team spirit.
People management experience, including coaching and development, and performance management.
Ability to embed processes, drive consistent high-quality standards and deliver results across a team.
Integrity and willingness to take ownership of issues and reliably lead by example.
Energy, drive, and an ability to act decisively in a fast-paced environment.
Clear written and verbal communication skills, to interact with Franchisees and stakeholders with confidence and credibility and inform and influence colleagues across the business.
Computer literacy, specifically proficiency in Microsoft Office application.
Package:
Salary (D.O.E.)
10% bonus
NO Car Allowance
4 x Life Assurance, Private Medical, Employer 7% pension contribution, 25 days holiday + additional @ 3 yrs service, £250 personal development fund after probation
Notice 1 month during probation & 3 months post probation
Job tags
Salary
