Do you want to join a team of outstanding and dedicated individuals within one of the most dynamic and forward-thinking companies in the security and lone worker industry. If so we are looking for a suitable candidate to join our existing team?

If your skills, ambition, and ethos match our values below – call us.

Job Outline

To manage all aspects of the Customer Service Centre team. To work with other departments to provide input into business process changes and improvements into the use of technology to better utilise resources and management information. To contribute and support colleagues in working to enhance the customer experience with Reliance High-Tech.

Key Responsibilities/Accountabilities:

• Manage direct reports, including sickness management, Holiday approvals, probation reviews and all other aspects of people management.
• Responsibility for TEAM recruitment.
• Support the Regional Service Managers in driving efficiencies through efficient Customer Service Centre management
• To support the Customer Service Centre in achieving performance metrics and monitor performance.
• Coach and develop staff and produce development plans where appropriate.
• Correspond with customers as a point of escalation.
• Support management in producing reports for both internal use and for client distribution.
• Manage the upkeep of customer contracts and other data within the Job Logic system.
• To communicate with the Head of Service if the Service Desk KPI’s require attention.
• Responsibility for preparing and sending annual customer maintenance contract renewals
• Responsibility for preparing and sending annual Customer subscription renewals
• Escalate issues where appropriate to the Head of Service or relevant person and advise of any potential problems, in a timely manner to avoid failures.
• Operate and implement processes to ensure efficient working practices.
• Continuously reviewing the current business processes to ensure effective working practices.
• Working with the IT team to implement practices using technology to achieve better working practices, increase efficiently and increase accuracy
• To produce training manuals as required
• Responsibility for Business Continuity and contingency planning to include TEAM training and additional support
• Attend online meetings with the customers when required

Key Competencies

• Customer Focus
•  Delivering Objectives
• Communication with others
• Work balancing
• Working with others/Team Player
• Reliable and trustworthy
• Accountability
• Innovative think/Solution Oriented

Skills and Knowledge
Essential	Desirable
3-5 years’ experience working in a customer or CAFM focused role 3-5 years of supporting a mobile engineering workforce via remote diagnostics Team management experience A sound knowledge base in Security & IT systems Literate and numerate Excellent organisational skills Excellent communication both verbal and written Confident in communicating with customers and director level management Ability to work to deadlines, balancing different priorities Ability to deal with confidential information	To work well under pressure Degree standard of education or equivalent Numerate with experience of MS office Understanding of data mapping and structure Experience of working with SLA’s Self-motivated Trustworthy Team Player Willingness to learn