Customer Service Manager

We are working with a medical supplier company who is seeking a Service Desk & Customer Service Manager.
Permanent role - Hybrid - Office in Cardiff, UK
You will be personally responsible, for the Customer Service and Service Desk teams through a team leader structure.
The role:
Service Desk
Overall performance of the Service desk team
Defined metrics and benchmarks and efficiency of information provided
Representing the ServiceDesk team to other areas of the business areas of process improvement and efficiencies for the adherence of policies and procedures
Provide data and reporting of KPI's
Support in the monitoring and management of phone queue
Develop service and business level agreements to set expectations and measure performance.
service improvement
Identify and explore opportunities for service and business improvement
Produce analysis and identify, prioritise and implement improvements and efficiencies, ensuring that the organisation derives maximum value from services
Take ownership of problems and proactively resolve technical problems, ensuring that technical solutions continue to meet business requirements
Experience Required:
Business experience in a service management function including financial and personnel management.
training / project management training.
experience of a change management culture
The JM Longbridge Group is operating and advertising as an Employment Agency for permanent positions and as an Employment Business for interim / contract / temporary positions. The JM Longbridge Group is an Equal Opportunities employer and we encourage applicants from all backgrounds.