We seek a Service Desk Manager to lead a 24/7 service desk team, ensuring efficient handling of service requests and incidents while maintaining high customer satisfaction and meeting SLAs.
Key Responsibilities
Ensure service levels and response times are met.
Lead the 24/7 service desk team, managing incidents, requests, and problem resolution.
The Family Support and Protection Service is currently looking for an experienced service manager in child protection and care proceedings work.
Our client, Rochdale Council, is looking for a Service Manager to join their Family support and Protection Service.
As a successful candidate, you will be responsible for the day-to-day operational management of family support and protection service in accordance with Council policies, procedures, and national service standards.
Following a successful contract win in late 2023 from one of the UK's largest and most trusted financial service providers, we will provide both contact centre and administrative solutions to help assist its 25 million customers.
Specifically, we will be supporting the end-to-end customer journey, right from the moment they are looking to open an account with the provider, to the time they need to get in touch to make any amendments or close an account.
Purpose of the RoleThe role consists of two distinct components
Governance: to support the Service Partner Director and direct reports in governance and administration of all parts of the Service Partner function.
Purpose of the Role
General
Best practice and change management: to be a centre of excellence and single point of contact for communication and change management within the function, including best practice sharing, such that Service Partner teams are set up for to deliver new ways of working, particularly where new tools, systems and data are being adopted.