1ST LINE SERVICE MANAGER - INSIDE IR35 - £300/£400 PER DAY - DV CLEARED - CHELTENHAM - 6 MONTHS

Yolk Recruitment are recruiting for a 1st Line Service Manager to work 6 a month deal for our client, a Global Consultancy that is growing it's arm within the UK National Security sphere.

Responsibilities:

• Plan and evaluate the work of the team to ensure the most effective overall use of resources. Manage and provide day-to-day development of the team in order to ensure a fully motivated and professional workforce to meet the business objectives.
• Ensure excellent levels of customer service to customers at all times, instilling a customer service ethos throughout the team. Ensure that procedures and working practices are regularly reviewed and updated and the central knowledge base is effectively maintained. Ensure that all complaints are identified promptly. Maintain awareness of overall goals and objectives and ensure the service provided is aligned to the needs of the business. Recognise and act upon opportunities to improve the service based on business need.
• Regularly monitor the status and speed of resolution of enquiries and incidents; is pro-active in devising improvements and recommending changes to systems, products or services. Working with other teams, proactively monitor call queues and provide resource as appropriate to assist teams to reduce waiting times for customers, seeking to increase the scope of 1st line to maximise the number of calls closed at first point of contact.
• Provide 1st line support to customers as part of the 1st line service desk team.