At a Glance
- Tasks: Lead and develop a dynamic helpdesk and customer support team.
- Company: Join EIT, a tech company focused on customer experience and support.
- 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 journeys 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 (Dartford) in Wilmington employer: Hiring People
EIT is an exceptional employer that prioritises employee growth and development, offering a supportive work culture where innovation and customer focus thrive. Located in Dartford, the company provides competitive benefits such as a generous annual leave policy, healthcare coverage, and opportunities for professional advancement, making it an ideal place for those looking to make a meaningful impact in customer experience management.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk & Customer Experience Manager (Dartford) in Wilmington
✨Tip Number 1
Get to know the company inside out! Research EIT's values, services, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in making an impact.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral!
✨Tip Number 3
Prepare for the interview by practising common questions related to customer experience and team leadership. Use the STAR method to structure your answers and highlight your achievements.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar!
We think you need these skills to ace Helpdesk & Customer Experience Manager (Dartford) in Wilmington
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 customer service achievements to grab our attention!
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 journeys or led teams in the past. We love seeing your personality shine through!
Showcase Your Data Skills:Since we’re all about using data to enhance customer experience, don’t forget to mention any experience you have with KPIs and reporting. Let us know how you've used data to drive improvements in your previous roles.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of being noticed. Don’t wait too long, as we expect a high volume of applicants. Get your application in early to stand out!
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.
✨Showcase Your Leadership Skills
Be ready to discuss your experience in leading teams. Prepare examples of how you've motivated and developed team members, and how you've handled challenges in a fast-paced environment. This will demonstrate your people management skills.
✨Prepare for Scenario Questions
Expect questions that ask how you would handle specific customer service scenarios. Think about past experiences where you resolved issues or improved customer journeys, and be ready to share those stories in detail.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions prepared. Ask about the company's current challenges in customer support or how they measure success in their helpdesk operations. This shows your genuine interest in the role and the company.
