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- Tasks: Lead and develop a dynamic helpdesk and customer support team.
- Company: Join EIT, a tech company focused on innovative support services.
- Benefits: Negotiable salary, 23 days leave, birthday off, healthcare, and pension.
- Other info: Fast-paced environment with opportunities for growth and training.
- Why this job: Make a real impact on customer experience and team development.
- Qualifications: Experience in customer service leadership and strong people management skills.
The predicted salary is between 40000 - 50000 £ 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
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
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
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 InformationApplicants 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.
Helpdesk & Customer Experience Manager in Dartford 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
✨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 an opportunity!
✨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. Let’s get you that Helpdesk & Customer Experience Manager position!
We think you need these skills to ace Helpdesk & Customer Experience Manager in Dartford
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Helpdesk & Customer Experience Manager. Highlight your experience in customer service leadership and any process improvements you've implemented. We want to see how you can bring your unique skills to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer experience and how your previous roles have prepared you for this position. Be sure to mention specific achievements that demonstrate your ability to lead and improve processes.
Showcase Your Data Skills: Since we love data-driven decisions, make sure to include examples of how you've used KPIs and reporting to enhance customer service in your past roles. This will show us that you understand the importance of metrics in delivering a top-notch customer experience.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from 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 be ready to discuss how you've used data to improve processes in your previous roles.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in leading and developing teams. Think about specific situations where you motivated team members or improved their performance. This will demonstrate your strong people management skills, which are crucial for this role.
✨Be Customer-Centric
Since the role focuses on enhancing the customer journey, come prepared with ideas on how to improve onboarding and support processes. Share any past experiences where you successfully implemented changes that led to better customer satisfaction.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the current challenges the helpdesk team faces or how success is measured in the role. This shows your genuine interest in the position and helps you gauge if it’s the right fit for you.