This role involves leading a 24/7 Customer Service team dedicated to delivering high-quality services to Government departments
Job Summary
This role involves leading a 24/7 Customer Service team dedicated to delivering high-quality services to Government departments.
The manager is responsible for developing service standards, monitoring KPIs, and implementing process improvements aligned with Contact Centre frameworks.
Candidates must act as the primary escalation point for complex issues while maintaining a strong focus on customer-centric user experiences.
Matching Summary
This role involves leading a 24/7 Customer Service team dedicated to delivering high-quality services to Government departments.
Skills & Requirements
Must-have
Helpdesk management experience
24/7 contact centre leadership
Service level agreement management
Staff scheduling and workload distribution
Customer experience principles
Nice-to-have
Passion for driving service excellence
Strong problem-solving skills
Experience with automation best practices
Key Requirements
Proven experience in Helpdesk or Contact Centre Manager roles