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Crewe

    Support Services Co-ordinator - Crewe, Cheshire, United Kingdom - Radius

    Radius
    Radius Crewe, Cheshire, United Kingdom

    2 weeks ago

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    Description

    Job Title:
    Service Operations Manager

    Schedule:
    Monday - Friday from 08:30 - 17:00 (no weekends, evenings or bank holidays)

    We are an ambitious, forward-thinking global business who build transformative solutions for our customers to deliver best-in-class sustainable mobility, connectivity, and technology solutions.

    We support our customers with a range of products and services to meet their needs.

    Our mission is to help businesses of all sizes adapt to the future and take advantage of the opportunities that change brings.

    Sustainability is at the core of our offering.

    With our leading e-mobility solutions, we are committed to guiding businesses through the energy transition, building solutions for a more sustainable, connected future.

    We pride ourselves on being at the forefront of technology innovation and we invite you along on this journey.

    Reporting to Head of Customer Services & Tech, the Service Operations Manager will be responsible for the day-to-day management of the Technical Support & Service Improvement Team.

    Building a Service Desk which is aligned with ITIL Best Practice ideas, ensuring that the business can access technical support services quickly and effectively whilst aiming to deliver a positive customer experience.

    Productivity Matrix to enable daily/weekly/monthly performance


    • Performance Management Plans (20PP)

    People Management:

    • Conduct performance evaluations and provide constructive feedback for continuous improvement.
    • Handle personnel matters, including conflict resolution and performance management.
    Work closely with Team Leaders to identify areas for professional growth and skill development.


    • Conduct regular 1-2-1 sessions to support career development and goal achievement.
    Develop and implement strategies to optimise service delivery processes and exceed client expectations.


    • Establish team key performance indicators (KPIs), implementing improvements as needed.
    Act as a liaison between the Tech Team and upper management, providing updates on team performance and challenges.
    Long Term Goals


    • Build own knowledge on products/services/platforms/systems
    • Standardise team training to ensure agents have visibility across all products to facilitate cross train and knowledge share.
    • A fast-growing organisation that defines itself as being agile and innovative
    A commitment to building a working environment that values inclusivity, innovation, agility, and drive.

    And of course, you will be compensated competitively along with bonus potential and a good range of core benefits.

    If you feel we are a good match for each other, you can apply online now

    We are committed to welcome people regardless of age, disability, gender identity, race, faith or belief, sexual orientation or socioeconomic background.

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