Customer Service Desk Manager
Orpington
C £33,000 + bonus
Company Overview
Spy Alarms are a fast-growing security company based in the Southeast. It is an exciting time to join Spy Alarms who are experiencing impressive growth. We are already one of the largest privately-owned installers of fire detection and security systems in the Southeast. The Spy group now has 75,000 customers across London and the Southeast. Despite this, our staff continue to value the "family feel" culture that Spy has retained and enjoy working in a flexible, friendly, supportive team environment.
Job Purpose
Due to continued expansion, we are looking for an experienced Customer Service Manager to lead a team of 6 administrators and 15 field based Engineers. You will be required to deliver excellent customer service to our customers, take ownership of complaints and issues and ensure that processes and KPIs are met and maintained.
Main responsibilities
- Delivery of excellent customer service
- Ensure effective scheduling of engineers in the field
- Take ownership of escalated complaints
- Improve customer loyalty and retention whilst ensuring all processes are followed correctly and on time.
- Regularly meet with other managers in all departments to ensure the smooth running of operations and customer service
- Manage your staff recruitment and appraisals within your team
- Support individual development, training and company initiatives
- Promote and encourage team spirit, bonding, and the culture/mission of the business
- Adhere to and manage the budget for your team
- Produce weekly and monthly KPIs, with attached commentary, to analyse performance, whilst managing the team and individuals to hit their targets.
About you
The ideal candidate will be naturally customer centric and will have previous team leader or management level experience, ideally within an inbound-call call centre or service office environment. Technical knowledge in the security business is beneficial but not essential.
Salary and Benefits:
In return, you have the chance to work for a successful, growing NSI gold and BAFE approved company with a great reputation in the fire alarm/security industry.
- Competitive basic salary plus bonus
- Pension
- Up to 25 days holiday plus bank holidays and attendance bonus of 1 day
- BUPA Health & Safety and an employee assistance program
- Career progression opportunities
- Staff referral scheme
- Company Sick Pay
- Rewards & recognition programmes
- Ongoing training
- Company events
- Hybrid working - 1 day from home a week after probation
Standard working hours are 8.30am-5.00pm Monday to Friday.
Please be aware all successful candidates will have to undergo relevant security checks by NSSA standards