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call centre Manager

  • Location:

    Peterborough, Cambridgeshire

  • Sector:

    Contact Centre

  • Job type:


  • Salary:

    Up to £26000 per annum + free car parking, full training provided

  • Contact:


  • Contact email:

    [email protected]

  • Job ref:


  • Published:

    about 1 month ago

  • Expiry date:


  • Startdate:


Job Description

Service Desk / Customer Service Supervisor

Immediate start available
Location: Hampton, Peterborough
Salary: up to £26,000 per annum

Are you team focused with a passion to deliver great customer service and to develop other individuals? Are you supportive and influential?


Brook Street Recruitment are recruiting on behalf of a well-established client top leading Managed Service Provider who are looking for a Service Desk Supervisor to join their thriving and ever-growing team.

Main Responsibilities as a Service Desk / Customer Service Supervisor:

  • Providing support and a point of escalation to a team of service desk analysts and assist the Team Leader in their responsibilities
  • Ensuring company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service
  • Endeavour to provide all customers with the best level of customer service and support
  • Maximising productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets.
  • Daily, Weekly, Monthly & Ad-hoc reporting when required.
  • Point of escalation for both internal and external customers, taking ownership through to resolution
  • Through monitoring, management and contribution ensure the team achieve and exceed relevant SLAs, OLAs and KPI's

Desired Experience for Service Desk/ Customer Service Supervisor:

  • Awareness of ITIL methodologies and best practice (not essential)
  • Knowledge of the working practices of the area responsible for
  • Good working knowledge of Microsoft Word, Excel and Outlook
  • Previous leading/coaching experience
  • Practical experience of an external Managed Services provider
  • Customer service experience

Benefits for Service Desk / Customer Service Supervisor:

  • Great holiday allowance
  • Supportive management
  • Growth and development within the business
  • On going in depth training


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