A bit about us:
AIR-serv supply Tyre inflation, Vacuum and Jet wash equipment to petrol filling stations and other locations across the UK and 9 European countries. AIR-serv partners with oil companies, hypermarket groups and independent retailers to provide a market leading revenue share offering which includes equipment, service, and account management.
Based at our European head office in Wigan, AIR-serv is looking for new talent to join our fast paced, professional Help Desk, serving our UK and Irish partners.
The successful candidate will lead a dedicated team of 10 as Help Desk Manager and be responsible for the development of the dedicated and friendly team whose role it is to answer inbound calls and emails from retail partners, using software to log and despatch maintenance and repair jobs to our service engineers, manage online FM portals, ordering parts where needed, keeping our clients updated and reassured, all with a positive attitude.
Role Description:
Reporting to the Sales & Marketing Director, the Help Desk Manager role is a full-time, on-site position based in Wigan.
Working Pattern : (0800hrs>1700hrs40 hrs over 5 days per week, 1 hour unpaid lunch break)
The Help Desk Manager will oversee and manage the daily operations of the help desk team, ensuring efficient resolution of technical support tickets and client enquiries. Key responsibilities include leading a team to deliver exceptional partner service, troubleshooting and resolving issues effectively, monitoring and improving customer satisfaction, and providing technical support and guidance. The successful candidate will also be expected to train team members and optimise help desk processes through continuous improvement initiatives.
We're looking for someone with:
The ability to work collaboratively across departments, including our service engineer, production and sales teams .
Expertise in Technical Support and Troubleshooting, with the ability to diagnose and resolve technical issues effectively.
Ability to quickly learn and understand our product offering.
Experience in Help Desk Support and managing support teams to ensure smooth operations.
Strong Customer Service and Customer Satisfaction skills to maintain our high client retention and satisfaction rates.
Leadership skills to mentor and guide team members in achieving performance targets.
Proficiency in using help desk or ticket management software is preferred.
IT literacy (MS office suite of products) is a must
Strong organizational skills and effective verbal and written communication skills are essential.
What this looks like day-to-day:
(Whilst no two days are the same, the successful candidate can expect:)
•Help shape the long-term strategy of the Help Desk and Proactive Monitoring team
•Manage day to day running of Help Desk
•Manage escalations
•Maintain service standards across all channels (phone, email, portal, live chat)
•Lead, coach and develop team
•Lead team recruitment, onboarding and performance management
•Set clear expectations and foster a customer first & focused service culture
•Plan rotas, cover, weekends, bank holiday and holiday cover
•Manage SLA's
•Monitor performance such as response times and customer satisfaction
•Produce reports for SLT
•Use data to identify trends, reoccurring issues, risks and identify improvements
•Develop, implement and maintain procedures workflows and escalations paths
•Drive continuous improvement
•Support Sales & Marketing Director and Account Managers with ad-hoc customer facing meetings