Location: Office Based - Deeside, Flintshire

Hours: 20-25 per week, flexible working patterns

Job Summary:

We are seeking an experienced and proactive Manager to oversee the daily operations of our card services team.

Job Overview:

We are looking for an experienced and motivated Managerto lead and oversee the operations of our processing and help desk team for ID card schemes which provide support to individuals with disabilities applying to those schemes.

The ideal candidate will ensure that our card services team deliver outstanding service to customers and resolve enquiries related to the card scheme objectively and effectively. You will also play a vital role in promoting accessibility and inclusivity across all interactions.

Full training will be provided.

Key Responsibilities:

• Lead and manage the day-to-day operations of the service desk team, ensuring efficient and effective service delivery.
• Set performance goals and monitor key metrics to assess team efficiency and customer satisfaction.
• Provide leadership and training to the team, fostering continuous improvement and objectivity.
• Act as the escalation point for complex customer queries and ensure timely resolution.
• Develop and implement policies, procedures, and best practices for the help desk.
• Ensure compliance with company policies, industry standards including GDPR, and regulatory requirements in all service desk operations.
• Attending and reporting at customer accessibility working group meetings.

Requirements:

• Proven experience in a management or leadership role within customer service or support.
• A general understanding of the disability aspects of the Equality Act would be desirable.
• Strong communication skills, both verbal and written, with a customer-first mindset.
• Ability to manage and motivate a team effectively.
• Proficiency in help desk software and CRM tools.
• Analytical skills to interpret performance data and implement improvements.
• Proficiency in using help desk software, ticketing systems, and CRM tools.
• Problem-solving abilities, with a calm and professional approach to managing escalations.
• Knowledge of card schemes, payment systems, or related fields is a significant advantage.

Benefits:

• Competitive salary and company performance based incentive.
• Opportunities for professional development and career growth.
• A supportive and inclusive workplace environment.
• Flexible working hour patterns.
• Full training provided.