At a Glance
- Tasks: Lead a dynamic help desk team, ensuring top-notch customer service and efficient operations.
- Company: Join Go-Fix Mechanical & Drainage Services, a growing company in essential maintenance services.
- Benefits: Competitive salary, full uniform, company vehicle, and perks like a free Perk-box subscription.
- Other info: Enjoy career progression opportunities in a supportive and growing team.
- Why this job: Be part of a fast-paced environment where your problem-solving skills make a real difference.
- Qualifications: Extensive help desk experience and strong management skills are essential.
The predicted salary is between 40000 - 55000 £ per year.
Due to continued investment and growth, an exciting opportunity for a Help Desk Operations Manager has arisen. This job would be ideal for someone with extensive help desk experience and knowledge in running and managing a busy help desk together with managing a team of engineers and operatives.
Responsibilities
- Deliver a high standard of work with excellent customer service.
- Manage a team of help desk operatives carrying out varied tasks including running and updating client portals, ensuring WIP numbers are managed and delegated accordingly.
- Update key account clients and work alongside the accounts team to ensure works, call outs and projects are brought to the correct conclusions.
- Able to prioritise workloads; multitasking is a must as we are a fast-paced reactive help desk.
- Excellent organisational skills, able to work to deadlines and under pressure.
- Excellent telephone manner.
- Great management and communication skills - able to deal with customers and all levels.
- Proficient in Microsoft Office programs: Excel, Outlook, and Word.
- Ability to pick up new processes, retain and process information.
- Ability to be part of a team and carry out a variety of tasks.
- Ability to work on own as well as manage a team and manage time effectively and efficiently.
Additional Responsibilities
- Monitor mailboxes.
- Run a team of help desk administrators.
- Manage a number of client portals and update clients accordingly.
- Login and follow up on emergency call out orders and POs.
- Ensure all jobs from previous evenings and weekends are updated.
- Answer high volume inbound calls, assisting customers with specific inquiries and job bookings.
- Operate uploading and updating jobs on our company job management system.
- Update worksheets with changes and statuses of each job.
- Prioritise own workload to meet deadlines.
- Provide a level of support to the help desk administrators and operations managers.
- Provide clients with updates on the progression of jobs and projects.
- Work to time scales as part of a high performing team.
- Work alongside operations managers within the business and report to directors on a weekly basis.
Monday to Friday 7.30 am to 5.30 pm plus the requirement of overtime as needed. Out of hours escalations being 1 evening per week plus 1 weekend per month.
Salary: £40,000 - £55,000 + Overtime (Based on experience)
Benefits
- Full uniform and PPE provided.
- Company vehicle and fuel card.
- Company iPhone and iPad provided.
- Progression and salary increases based on performance.
- Free Perk-box subscription.
- Additional holiday benefit.
- Company pension.
- Be part of a strong up and coming business that is experiencing year on year growth.
Help Desk Operations Manager in Dartford employer: Go-Fix Mechanical & Drainage Services
At Go-Fix Mechanical & Drainage Services, we pride ourselves on being an excellent employer that values its team members and fosters a supportive work culture. With a focus on employee growth, we offer progression opportunities, competitive salaries, and a range of benefits including a company vehicle, uniform, and performance-based salary increases. Join us in our vibrant Greater London location, where you can be part of a dynamic team dedicated to delivering exceptional service in a fast-paced environment.
Contact Details:
Go-Fix Mechanical & Drainage Services Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Help Desk Operations Manager in Dartford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Go-Fix Mechanical & Drainage Services. 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 Go-Fix Mechanical & Drainage Services 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 Help Desk Operations Manager in Dartford
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 Go-Fix Mechanical & Drainage Services:Your cover letter is your chance to shine! Tell us why you want to work at Go-Fix Mechanical & Drainage Services 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 Go-Fix Mechanical & Drainage Services!
How to prepare for a job interview at Go-Fix Mechanical & Drainage Services
✨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.
