At a Glance
- Tasks: Lead the Service Desk team to deliver top-notch customer support and improve service quality.
- Company: Join ParentPay Group, a leading EdTech company transforming school operations.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Be part of a supportive team dedicated to making school life easier for everyone.
- Why this job: Make a real impact on education by enhancing customer experiences in a dynamic environment.
- Qualifications: Experience in managing service desk operations and a passion for customer service excellence.
The predicted salary is between 57704 - 70528 £ per year.
This is a hybrid role – 4 days/week in the office split across our Coventry and Chelmsford offices. As the Service Desk Manager, you will be accountable for the end-to-end operational performance of the Service Desk function across ParentPay Group products.
You will lead a multi-layer leadership structure, managing Team Leaders and Service Desk Managers to ensure consistent delivery of high-quality, proactive, efficient customer-focused support across an omni-channel model. You will drive excellence in SLA performance, KPI delivery, and individual agent performance, and deliver against the CSAT and omni-channel targets set by the Director of Customer Support Services, using data, insight, and service management toolsets (ServiceNow, 8×8, Penny) to optimise performance and continuously improve service delivery.
This is an operational execution role, sitting below the Director of Customer Support Services in the leadership structure. You will translate the Director’s strategy, targets, and service model into consistent, hands-on performance management across all layers of the Service Desk, ensuring accountability and continuous improvement day to day.
- Lead Service Desk operations through Team Leaders and Managers, ensuring alignment to KPIs and business objectives.
- Drive rigorous performance management across all levels, from leadership to individual agents.
- Own and improve SLA adherence, case resolution efficiency, and backlog management.
- Deliver against CSAT targets and improvement plans set by the Director of Customer Support Services.
- Execute the omni-channel support model set by the Director of Customer Support Services, ensuring seamless and consistent day to day delivery.
- Leverage service management toolsets (ServiceNow, 8×8, Penny) to drive insight, efficiency, and automation.
- Ensure strong governance, reporting, and accountability across operational performance.
- Foster a culture of continuous improvement, quality, and customer‑centricity.
Key Responsibilities
- Operational Leadership & Performance Management: Lead the end-to-end performance of the Service Desk, ensuring delivery against SLAs, KPIs and business objectives. Develop and inspire Team Leaders and Managers, driving accountability, consistency and a high-performance culture.
- KPI, SLA & Reporting Governance: Monitor and improve key service metrics, proactively managing risks and driving operational performance. Deliver accurate reporting and actionable insights to support informed decision‑making.
- Customer Experience & CSAT Delivery: Drive exceptional customer experiences by delivering against CSAT targets and embedding a customer‑first culture. Use customer feedback and performance data to continuously improve service quality and outcomes.
- Omni‑Channel Delivery: Lead the delivery of a seamless omni‑channel support operation across phone, email, chat and AI. Optimise channel performance to improve efficiency, responsiveness and customer satisfaction.
- Service Management Toolsets & Insight: Maximise the use of ServiceNow, 8×8, Penny and other service management platforms to drive operational excellence. Leverage data and automation to identify trends, improve workflows and enhance service performance.
- Quality, Governance & Continuous Improvement: Champion quality assurance through coaching, audits and performance reviews to improve service standards. Drive continuous improvement initiatives that increase efficiency, reduce repeat contacts and resolve root causes.
- People Leadership & Capability Development: Lead, coach and develop a high‑performing leadership team, fostering engagement and accountability. Build leadership capability through consistent performance management, talent development and succession planning.
- Collaboration & Stakeholder Management: Partner with Product, Engineering and business stakeholders to enhance service delivery and customer outcomes. Act as the senior operational escalation point, providing clear performance reporting and operational insight to senior leadership.
Skills, Knowledge and Expertise
- Mindset & Behaviour: Highly accountable, data‑driven leader with a strong focus on operational excellence and performance. Passionate about delivering exceptional customer experiences and continuous service improvement. Resilient and adaptable, with the ability to manage competing priorities in a fast‑paced environment. Collaborative and influential, building strong relationships across teams and stakeholders.
- Skills & Experience: Proven experience leading Service Desk or Customer Support operations, managing multi‑layer leadership teams. Strong understanding of service management, SLA/KPI delivery, customer experience and operational performance. Experience with ServiceNow, telephony and AI‑enabled support platforms, with a focus on omni‑channel service delivery. Excellent analytical, communication and stakeholder management skills, with knowledge of ITIL best practices.
Key Measures of Success
- Consistent delivery and improvement of SLA, KPI and customer satisfaction targets.
- High‑performing, engaged teams delivering quality service and efficient case resolution.
- Continuous improvements in operational efficiency, service quality and omni‑channel performance.
- Effective use of data, reporting and service management tools to drive business and customer outcomes.
About ParentPay Group
At ParentPay Group, we believe that when schools run well, students thrive. That’s why we’ve spent decades building the operating system that supports well‑run schools – a seamless layer of tools, insights, and support that makes school life simpler for teachers, leaders, caterers, parents, and students alike. From cashless payments and parent engagement to catering management, library systems, and MIS platforms, we connect the everyday parts of education through simple, secure, and connected tools. What began as a way to make school payments easier has grown into Europe’s leading EdTech group – trusted by over 20,000 schools and 9 million users across the UK and Europe. Every day, our platforms process millions of payments, messages, and data points, quietly working in the background so schools can shine out front. Together, we’re helping schools save time, cut costs, and create more time for learning. ParentPay Group is more than a collection of brands. We are a group of people dedicated to supporting well‑run schools and giving time back to teachers, parents, caterers, admin staff – and most importantly, to students.
Service Desk Manager in Chelmsford employer: Fossepark
OCS is an excellent employer, offering a supportive work culture where every team member plays a vital role in maintaining clean and safe public spaces. With full on-site training provided, employees have ample opportunities for growth and development, making it a rewarding place to work in Swadlincote.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager in Chelmsford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Fossepark. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Fossepark before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Manager in Chelmsford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Fossepark:Your cover letter is your chance to shine! Tell us why you want to work at Fossepark specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Fossepark!
How to prepare for a job interview at Fossepark
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
