At a Glance
- Tasks: Lead a dynamic support team and enhance user experience for over 24,000 clients.
- Company: Join a leading LegalTech company with a culture that values innovation and teamwork.
- Benefits: Competitive salary, bonus scheme, private health insurance, and generous holiday allowance.
- Other info: Enjoy a supportive culture with opportunities for professional growth and a dog-friendly office.
- Why this job: Make a real impact while developing your leadership skills in a fast-paced environment.
- Qualifications: Proven leadership in customer service and a passion for training and development.
The predicted salary is between 40000 - 50000 £ per year.
You will be responsible for the day to day running of a fast-paced support team serving over 24,000 users across the UK and Ireland. You will lead, drive, and deliver strategic and tactical objectives and ensure continual high-performance and process improvement of the support department. Providing advice, training, and guidance to develop and coach new and existing staff members to help them achieve their goals. This requires a strong technical background, problem-solving skills, and excellent communication.
About Our client is the leading provider of Legal Practice Productivity Solutions in the world and is part of one of the largest international LegalTech companies. For more than 30 years, their curiosity and commitment to continual improvement has kept them re-imagining productivity tools for lawyers and their staff to support their guiding purpose, to 'Help lawyers who help people'. The market leading software they develop and support is used by more than 100,000 lawyers and their staff in small and medium sized law firms.
What you'll do:
- Provide strategic leadership and direction to the Support team.
- Provide training and coaching to develop support staff to achieve targets.
- Improve self-support tools by developing better self-help material (written how-to articles, demo videos, etc) for internal and/or external stakeholders.
- Proactively monitor queue systems and performance against key performance indicators.
- Ensure that the Helpdesk teams have the resources, tools, training, and processes to deliver operational excellence.
- Work collaboratively with other internal stakeholders to achieve the best outcomes for customers.
- Act as an escalation point for assisting customers with specialised and complex requirements or inquiries.
- Able to work independently and efficiently to meet deadlines.
What you'll bring:
- Essential: Must be a true leader/people person.
- Experience within a similar SaaS business.
- 1 year+ customer service experience.
- Proven ability to lead a high-performing team.
- An aptitude for training and the communication of complex concepts in a simple manner.
- Excellent communication, customer service and writing skills.
- Demonstrate strong collaborative teamwork and people skills.
- Thrives working with an intellectually stimulating, high-energy team.
- Attention to detail, ability to manage time effectively, ability to work independently but within a team environment.
- Ability to meet deadlines and commit to team goals.
- Desirable: Qualification (or progression towards a qualification) in a legal, numerate IT discipline.
- Bachelor's degree in computer science, information technology, or a related field.
What you'll get:
- A competitive salary and achievable bonus scheme, as well as an attractive benefits package.
- Friendly, supportive, and driven culture.
- 8% of your salary into your pension.
- Private Health Insurance, including Optical and Dental.
- £50 a month gym contribution.
- Life Insurance cover.
- Employee Assistance Program.
- Professional Development Fund - £500 yearly learning allowance to grow & upscale your career.
- Enhanced Parental leave.
- PerkBox Membership.
- Cycle to work scheme.
- 25 days holiday (plus 8 bank holidays).
- Work Anniversary Rewards.
- Paid time off to give blood.
- Volunteer Day – 1 day per year for a charity of your choice.
- Free healthy breakfast, light lunch, and snacks.
- A dog friendly office.
Help Desk Manager (Hybrid) in London employer: VacantC Legal Recruitment
Join a pioneering CLC regulated conveyancing law firm that is redefining the industry through AI innovation. With a vibrant work culture in central London, you'll benefit from competitive salaries, generous leave, and opportunities for professional development while working alongside a passionate team dedicated to transforming the home buying and selling experience. This unique role offers meaningful ownership and the chance to shape compliance standards in a forward-thinking environment, making it an exceptional place for career growth and impact.
StudySmarter Expert Advice🤫
We think this is how you could land Help Desk Manager (Hybrid) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at VacantC Legal Recruitment. 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 VacantC Legal Recruitment 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 Manager (Hybrid) in London
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 VacantC Legal Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at VacantC Legal Recruitment 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 VacantC Legal Recruitment!
How to prepare for a job interview at VacantC Legal Recruitment
✨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.
