Sunbury
Service/Technical Support
Permanent
About The Role

ROLE SUMMARY

We are currently recruiting for a Customer Service Manager to join our growing service department working within our Helpdesk Team. As a leading global AV integrator, we help customers rethink and reshape workspace environments with the latest communications and collaboration technology to drive employee productivity and customer engagement.

As the manager of our Helpdesk team, you will be responsible for the delivery and performance of the helpdesk team operation.  You will ensure the service centre operators deal efficiently with calls notifying the business of AV issues; customer service. You will drive performance against set targets, and be a point of escalation to ensure optimum service levels are maintained, assisting the team with any first and second line complaints that arise and ensuring the team are well equipped to handle the volume and/or complexity of calls.

DUTIES AND RESPONSIBILITIES 

  • Manage and organise the daily operations of the Helpdesk team, ensuring these are in line with the overall service strategy
  • Regularly review resource planning and ensure levels are maintained
  • Ensure there is a priority to drive resolution on escalated queries
  • Optimal use of ServiceNow ensure part of any reviews of the system
  • Forecasting and analysing data against target figures on a weekly and/or monthly basis.
  • Raise and trial suggestions following customer and team feedback to enhance internal systems to accommodate needs and improve customer service experience
  • Complete random call monitoring and ensure team leaders do this on a regular basis to aid training and customer service experience
  • Create a culture of continuous development
  • Ensure you hold regular 121s with relevant team members and these are cascaded through the Team Leaders, 121s should be relevant in regard to performance, training & development and motivation
  • Utilise internal systems to record and manage staff leave and absences
  • Any other duties discussed with Line Manager and in line with business need.
About AVMI

AVMI provides services to leading organisations in financial services, legal, professional services, retail, defence, government, health and education sectors.

AVMI has focused its business strategy on providing ‘trusted advisor’ life-cycle services to clients with a significant portion of growth coming from international business. 

AVMI has recently secured a place, for the second year running, in the Sunday Times International Track 200. This international growth has been enabled by AVMI’s award winning Global Enterprise Framework of services, helping its multi-site clients to drive consistency and efficiency into their audio visual and collaboration facilities and services across all locations. 

Having opened operations outside of the UK in Hong Kong, New York and Dublin, AVMI is planning to secure additional international locations in support of its clients’ businesses.