Service Desk & Field Services Manager

Ingenico is the global leader in payments acceptance solutions. As the trusted technology partner for merchants, banks, acquirers, ISVs, payment aggregators and fintech customers our world-class terminals, solutions and services enable the global ecosystem of payments acceptance. With 40 years of experience, innovation is integral to Ingenico’s approach and culture, inspiring our large and diverse community of experts who anticipate and help shape the evolution of commerce worldwide. At Ingenico, trust and sustainability are at the heart of everything we do.

JOB TITLE: Service Desk & Field Services Manager

REGION: NER

REFERENCE:

BASED AT: Dalgety Bay

TRAVEL: Occasional travel to other Ingenico Sites or to visit Customers

JOB PURPOSE/MISSION:

Managing the Service Desk and potentially Field services function within the Dalgety Bay, making sure that customer satisfaction and service levels are achieved, whilst maintaining a professional and motivated workforce.

REPORTING TO:

Head of EMEA Customer Care and Field Services

Key Responsibilities:

• To manage the day-to-day operations of the Service Desk function within UK, ensuring the Service Desk provides the best level of service to Ingenico customers and merchants, both with local and offshored teams.
• Lead the Field Services activities within UK, coordinating in-sourcing activities as well as outsourcing activities, including Buffer Stock Distribution & reverser logistic management, and supervise Swap Stock Management.
• To ensure the Service Desk and Field Services meet all contractual, customer service levels (SLAs).
• To lead, coach and mentor the Team Leaders to ensure their collaborators achieve all statistical targets and quality standards, as well as strong suppliers supervision.
• Delivering process improvements to minimise costs, through continual assessment of processes and procedures.
• Providing feedback on product improvements to enhance the product performance, whilst improve the customer experience.
• Liaising with other areas of the business to provide rapid solutions to live issues, investigating causes to prevent repeat occurrences.
• Liaising with project and sales staff to deliver project actions on time and ensuring that customers’ needs are reflected in the service provided.

Responsibilities for other staff:

• To manage a team of Team Leaders

• Recruiting of direct reporting staff
• Managing performance / Assessing / Appraisal review direct reporting staff

Key Performance Objectives/Indicators:

• Ensure that the team and its team members achieve the following KPI/SLA’s:
• Inbound Telephone Calls to be answered within Contact Centre targets (>90% SLA - <5% abandoned calls)
• To achieve an average of 6.5 calls per hour (combined as inbound and outbound), and an average of 98% of calls logged, and an 85% First Time Resolution in calls handled
• New installations SLA>90%, maintenance activities >90%

Competency/Skill Requirements:

• Able to motivate staff to produce the required levels of performance
• To communicate with customers, internal & external, either in person, by telephone or written, in a professional manner
• Need to work in a team environment and work to the organization targets and objectives
• Report to management on a monthly basis the P&L status as well as main KPIs& SLAs
• Ability to analyse problems and suggest solutions using “problem solving” tools provided
• To manage own workloads
• Ability to be flexible and work to changing priorities demanded by the customer requirements
• High focus on services performance and Quality of work.

Behaviour skills:

• Be able to motivate, support and empower people
• Constantly work with a solution focused approach, striving to determine what are the best actions needed to complete the team's assignments
• Strong communication skills based on active listening
• Have a strong people management mindset, proven leadership skills and experience managing a team.

• Good customer service skills
• Analytical ability
• Discretion

Languages:

• English

Education Qualifications / Experience Requirements: (Mminimum qualifications experience required for the role)

• GCSE in English
• GCSE in Mathematics
• Experience working in a Customer Service environment

Computer/IT Skills: (Minimum computer / IT Requirements required for the role)

• Must have experience working with a PC
• Basic excel/word/windows
• Microsoft Outlook

Management Ability:

• Ability to communicate with staff at all levels, including directors, with updates, reports or KPI information
• Must be able to motivate team members
• Must be able to communicate effectively with external customers