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02 Aug

Client Services Manager (Ref: CSM0817)

Job Description:

The role of the Client Services Manager will be pivotal to Irwin M&E’s ongoing growth and success and the job role will include:

  • Manage the Help desk team and evaluate performance on an ongoing basis
  • Ensure customer service is timely and accurate on a daily basis
  • Plan and prioritise own work and be responsible for the planning and organising of the Helpdesk team
  • Ensure that workloads for the Helpdesk and reactive maintenance team are effective and that KPI’s can be met in order to maintain service levels
  • Drive a culture of continuous improvement by identifying and implementing enhancements to current practices and promoting a culture of customer focused service
  • Recruit, train and support Help desk representatives and technicians
  • Set specific customer service standards
  • Contribute to improving customer support by actively responding to queries and handling complaints in line with company procedures
  • Establish best practices through the entire technical support process
  • Develop daily, weekly and monthly reports on the Help desk team’s productivity and performance against agreed SLA’s and KPI’s
  • Measure and report supply chain performance against agreed SLA’s and KPI’s
  • Maintain regular and effective communication with internal departments to support the wider functions of the business and provide customer feedback

Essential Criteria

  • Ability to effectively manage time, prioritise work, multi-task across many assignments and delegate
  • Customer-service oriented with a problem-solving attitude
  • Experience of working to strict SLA’s and KPI’s
  • Team management skills
  • IT literate, e.g. proficient in MS Word, Outlook, Excel or similar
  • Excellent oral and written communication skills
  • Ability to demonstrate good team ethos

Attractive remuneration package including

  • Health cash plan
  • Training and support

As part of the “Day-to-Day” nature of this demanding and exciting role it is of equal importance that the candidate:

  • Shows ability to manage and deal with multi tasking and heavy workloads, so prioritising is of importance
  • Be willing to attend seminars and courses where required
  • Be aware of and work within Irwin M&E guidelines and Helpdesk procedures.

If you are ready to take your career to the next level and should you feel you have the ability to meet our criteria to be effective in this exciting role and be part of Irwin’s continual growth, then please send your CV with a covering letter supporting your application to Irwin.jobs@irwinm-e.com.

Closing date for applications is Wednesday 23rd August at 5pm.

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