Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead and develop a dynamic helpdesk and customer support team to enhance customer experience.
- Company: Join EIT, a tech company providing innovative support services across various sectors.
- Benefits: Enjoy competitive salary, 23 days annual leave, birthday off, and healthcare benefits.
- Other info: Full training provided; excellent career growth opportunities await!
- Why this job: Make a real impact on customer journeys and drive process improvements in a fast-paced environment.
- Qualifications: Experience in customer service leadership and strong people management skills required.
The predicted salary is between 30000 - 40000 £ per year.
Are you an experienced helpdesk or customer service leader ready to take ownership of a growing support function? Do you enjoy improving processes, developing teams and using data to deliver a better customer experience? Are you looking for a senior, hands-on role where you can make a real impact across onboarding, service delivery and customer support? If so this could be the role for you!
EIT is looking for a driven Helpdesk & Customer Experience Manager to lead and develop our helpdesk, onboarding and customer support operations. This is a key operational role, ideal for someone who can combine strong people leadership with process improvement, customer focus and practical problem-solving.
What's on Offer
- Salary negotiable depending on experience
- 23 days' annual leave plus bank holidays
- Birthday off work, or the nearest Monday or Friday if it falls on a weekend
- WPA Cash Benefit Healthcare Policy after successful probation
- Group stakeholder pension after three months
- Company laptop
- Company mobile phone
- IT equipment for working from home, where applicable
- Company credit card for business expenses after successful probation, if required
About the Role
You will take responsibility for the day-to-day leadership and ongoing development of the helpdesk and customer experience function. You will ensure customers receive a consistent, high-quality service from onboarding and training through to ongoing support, issue resolution and relationship management. You will also play an important role in helping the business scale by improving processes, building structure, introducing KPIs and developing a high-performing support team.
Key Responsibilities
- Lead and develop the helpdesk and customer support team
- Own and improve the customer journey, including onboarding, training and ongoing support
- Ensure customer queries, incidents and technical issues are resolved quickly and effectively
- Introduce and monitor KPIs, including service levels, response times, resolution times and customer satisfaction
- Improve helpdesk processes, workflows, documentation and standard operating procedures
- Support business growth by helping shape the future helpdesk structure
- Coach, motivate and develop team members
- Work closely with internal teams, customers, suppliers and partners
- Provide regular reporting on customer service performance, trends and improvement opportunities
- Support senior leadership with management information and department statistics
About You
We are looking for someone who is confident, organised and comfortable working in a fast-paced environment. You will ideally have:
- Experience in helpdesk, customer service, customer success or customer experience leadership
- Strong people management and team development skills
- A customer-first approach and passion for service excellence
- Experience improving processes and implementing change
- Good understanding of customer service KPIs and reporting
- Strong communication and relationship-building skills
- Ability to work well under pressure and manage competing priorities
- A positive, proactive and commercially minded approach
About EIT
EIT provides technology, infrastructure and support services to customers across areas including network security, WiFi infrastructure, digital signage, cabling, EPOS and payment solution rollouts, new store openings and white-labelled helpdesk services. Full training will be provided where required around our specific solutions and services.
Additional Information
Applicants must be eligible to live and work in the UK. Due to the nature of our business, applicants must also have a clean credit and criminal history. EIT Limited is an equal opportunities employer.
Locations
Helpdesk & Customer Experience Manager in Dartford, Kent employer: Hiring People
Contact Detail:
Hiring People Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpdesk & Customer Experience Manager in Dartford, Kent
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about letting people know you’re on the hunt for a Helpdesk & Customer Experience Manager role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by practising common questions related to customer service leadership and process improvement. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you showcase your experience effectively!
✨Tip Number 3
Showcase your passion for customer experience! During interviews, share specific examples of how you've improved processes or enhanced customer journeys in previous roles. This will demonstrate your commitment to service excellence and make you stand out.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search. So, get your application in and let’s make an impact together!
We think you need these skills to ace Helpdesk & Customer Experience Manager in Dartford, Kent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Helpdesk & Customer Experience Manager role. Highlight your leadership experience, process improvement skills, and any relevant KPIs you've worked with.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're the perfect fit for this role. Share specific examples of how you've improved customer experiences or led teams in the past. Make it personal and engaging!
Showcase Your Problem-Solving Skills: In your application, don’t forget to mention instances where you’ve tackled challenges head-on. We love candidates who can demonstrate practical problem-solving abilities, especially in fast-paced environments.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows us you’re serious about joining our team!
How to prepare for a job interview at Hiring People
✨Know Your Stuff
Before the interview, make sure you understand the key responsibilities of the Helpdesk & Customer Experience Manager role. Familiarise yourself with common customer service KPIs and think about how you've used data to improve processes in your previous roles. This will show that you're not just a good fit, but that you can hit the ground running.
✨Showcase Your Leadership Skills
Be ready to discuss your experience in leading teams and developing talent. Prepare specific examples of how you've motivated team members or improved team performance. This is crucial for demonstrating that you can build a high-performing support team, which is a big part of the job.
✨Emphasise Customer Focus
Since this role is all about enhancing the customer journey, come prepared with examples of how you've put customers first in your previous positions. Talk about any initiatives you've led that improved customer satisfaction or streamlined onboarding processes. This will highlight your customer-first approach.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the current challenges the helpdesk faces or how success is measured in the role. This shows your genuine interest in the position and helps you gauge if the company aligns with your values and career goals.