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Customer Support Manager - Tax

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Job Summary

The jobholder will manage a team of customer support staff who deliver excellent customer support to users of the IRIS Tax product suite via both email and telephone

 

Main responsibilities  

    Proactively initiating ways to increase levels of customer service across the team.

    Responsible for the delivery of self-service targets

    Responsible for the delivery of team customer service targets

    Review issues for frequent problems and enhancements and drive through development and escalation.

    Set high personal standards

    Taking responsibility for owning and resolving customer problems and drive through new initiatives

    Seeks relationships in other departments to increase efficiency and customer service

    Seeks relationships in other partner companies to increase efficiency and customer service

    Strong evidence of strategic thinking and proactive problem solving

    Ability to influence downwards (team) as well as upwards (executive) with strong communication style.

    Key Relationships

    Sales

    Product Management

    QA

    Exec

    Qualifications

    Relevant qualification preferable

    Experience

      Taxation or Finance\Accountancy experience an advantage

      Well presented and professional outlook

      Significant experience  managing helpdesk/technical support/customer service/customer support

      Assured, calm and concise telephone manner

      Strong customer focus ethos

      Resiliant

      Owns issues and proactive in seeking resolutions

      Strong escalation/complaint management experience

      Competencies

      Client & Customer Focus

      Continual Improvement

      Performance Focus

      Innovation

      Expert Knowledge

      Decision Making/Thinking

      Developing Others

      Confidence & Communication

      Planning & Reviewing

       

      Please quote reference number 4451 when applying for this role.

      Apply here

Closing date:
29 Jan 2016

Location:
Datchet

Salary:
On application

Reference No.:
4451

Position type:
Permanent

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