The Global Helpdesk Team sits within the Customer Operations function in GBG, putting customers truly at the heart of everything they do. The Global Helpdesk Team spans products, locations and countries to deliver world-class support for end customers and partners.
Reporting to the Global Helpdesk Manager, you will be responsible for the performance of nominated support teams; ensuring customers receive the highest level of support.
What you will do
Support delivery of the Global Helpdesk strategyWork with key stakeholders to ensure customer issues are resolved and take ownership of improvements, completing at paceRecruit, mentor and manage team membersMonitor, measure and manage the team’s progress. Promoting a positive environment and self-management/development
To help you be successful, we’re looking for
Experience establishing and leading a customer facing team preferably within a technology/software companyDemonstrated customer first approachProject management skills and proven track record of deliveryAbility to report and analyse performance data to design and deliver improvements to serviceConfidence in working collaboratively with senior managers and operational teams
Leading and deciding: takes ownership of both team and customer issues and drives them through to resolutionInteracting and presenting: communicates confidently and effectively with customers and colleagues alike, both written and verbalOrganizing and executing: organized, a good multi-tasker and able to work independently to meet targets set, as well as being able to deliver results for customers, key stakeholders and the business
International travel required
Type : Company job
Role : Manager
Industry : Computer/Information Technology (Software)
Salary : Not Disclosed
GBG is a global specialist in Identity Data Intelligence. We help organisations make decisions aboutthe customers they serve and the people they employ.
Through our fundamental belief that the digital economy relies on everyone having access to data they can trust, GBG enables companies and governments to fight fraud and cybercrime, to improve the customer experience and help to protect the more vulnerable people in our society.
Headquartered in Chester (UK) and operating on 21 locations in 13 countries, GBG provides solutions to many of the world's biggest organisations, from established brands like Nike and Harrods to disruptive newcomers such asTaskRabbitand Stripe.
Find out more about how we use identity intelligently by visitingwww.gbgplc.com, following us on Twitter@gbgplcand reading our blog:www.gbgplc.com/uk/blog