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Service Delivery Manager – up to £35,000 – Leicester

Service Delivery Manager – up to £35,000

Are you experienced in leading a team of support professionals? Do you enjoy setting KPI’s, targets, training and developing your teams to improve your team’s efficiency and effectiveness?

Education Support Professionals are looking for an experienced and adaptable individual to lead a team of highly skilled technicians to continue delivering an excellent customer experience for an international company providing industry leading cloud-based solutions to schools across the UK.

On offer in conjunction with the salary;

  • Flexible Planned Paid Time Off
  • Generous Sick Leave
  • Purpose Driven Culture
  • Work-life balance
  • Company Paid Parental Leave
  • Company Paid Short Term Disability

As Service Delivery Manager you shall be joining an already efficient and productive technical team ensuring that the high caliber customer experience is maintained whilst delivering increases on satisfaction rates.

Integral to the role is the setting of KPI’s and monitoring metrics such as case closures, responsiveness, and quality of client communication. You shall be sharing responsibility with your team for troubleshooting, training, pre or post-implementation or onboarding of data aggregation and integration platforms in a hands on capacity.

Evidence of experience and knowledge of educational organisations and how they record, store & use data and a good understanding of GDPR compliance is essential for this role.

Key Responsibilities:

  • Lead, support and motivate the team of customer support technicians offering constructive feedback and guidance whilst celebrating success.
  • Provide a courteous, timely and effective resolution of customer issues.
  • Onboard and train new starters online, as required.
  • Continuously review of processes, communications and workflow to deliver exceptional customer service.
  • Identify trends and apply relevant changes in relation to areas of improvement reporting to senior management on relevant KPI’s
  • Point of escalation for key accounts and/or difficult calls and taking ownership of commercially sensitive cases through to resolution
  • Thorough knowledge of the products collaborate with relevant teams to stay abreast of all product developments to facilitate conversations with customers and keeping staff knowledge up to date.
  • Keep internal processes & policies up to date to build the team’s and company’s knowledge base.
  • Manage your workload by processing all incoming queries and appropriately prioritise tasks independently, delegating or escalating when required.
  • Safeguard the privacy of all data and to comply with GDPR.
  • Maintianing a good culture and work ethic with team, championing customer engagement and success.

Key Requirements:

  • Exceptional leadership skills.
  • The ability to collaborate with people across other teams.
  • Motivate and inspire your team to fulfill individual potential and that of the team.
  • A passion for customer service.
  • Experience in managing and developing a high-performance service team.
  • Excellent analytical skills.
  • Experience of developing strategies to deliver customer service.
  • Able to build rapport with customers & colleagues.
  • Experience in working with educational technology is very desirable.

Job summary

Sector:

Service Delivery Manager

Location:

Leicester

Salary:

Up to £35,000

Contract type:

Perm

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