Deputy Manager for the Service Team

England, London
£30000 - £37500 per annum + Extensive Benefits
13 Oct 2016
10 Nov 2016
Chris Edge
Job Title
Customer Services
Industry Sector
Contract Type
Full Time

Deputy Manager for the Service Team - Tech software

Manage, motivate and develop Support Specialists, Product Specialists and Technical Product Specialists

Client Details

Fast growing Global Software provider


  • Manage, motivate and develop Support Specialists, Product Specialists and Technical Product Specialists

  • Develop and manage effective relationships with customers, stakeholders, and third parties

  • Continuous improvement; support and facilitate the shift leader with operational improvements to service delivery

  • NPS management -internal and external follow up and escalation where required

  • Be the first point of escalation for Shift Leader

  • Ensure that the Risk & Compliance Manager is informed of any perceived risks

  • Ensure all calls are handled professionally and conduct regular call recording reviews for all team members

  • Attend internal meetings to represent the needs of the Service Team, working collaboratively with key stakeholders and internal customers/partners to continually improve shared processes and on a scalable level

  • Be an active, present Product PDT member ensuring the needs of the Service Team are fairly represented in line with all other business requirements

  • Ensure excellent case management within team to safeguard levels of service and that all Service Level Agreements (SLA's) are met

  • Responsible for the team schedule and ensuring have sufficient cover for each shift

  • Monitor and maintain agent productivity levels in accordance with targets and KPI's

  • To ensure that all Specialists have the necessary skills and knowledge to fulfil their roles through consistent, regular 121's, monitoring and training

  • Attend Service Reviews as required, ensuring accurate data is provided together with insightful commentary


Ideally experinaced

Your experience/skills will include:

  • Experience managing and developing a team in a high volume, high pressure environment

  • Experience of managing service standards and customer-focused KPI's

  • Persuasive and credible with internal and external key decision makers

  • Excellent communication skills

  • An inquisitive and analytical mind who is service driven

  • Proven track record in leading and motivating teams to consistently achieve the required Service Level Agreements

  • Can interpret, own, act upon and where necessary produce reports relating to agent productivity levels, utilisation, forecasts and daily call statistics

  • Strong interpersonal skills at all levels including Directors

  • Can use own initiative to achieve the best results

  • Enthusiastic, pro-active and a problem solver

ITIL Foundation V3 desirable

Job Offer

£30k - £37k

Extensive Benefits

Sociable team