driving efficiency and innovation within the support function. Provide regular performance reports and updates to senior management. Ensure adherence to data protection and information security protocols. Monitor service quality via telephony and ticketing systems, using findings to enhance delivery and consistency. Ensure all practices align with company values … A calm and confident approach to handling escalations and resolving issues. Motivated by developing others and achieving team success. Excellent organisational and time management skills. ITIL Foundation certification or equivalent (desirable). Familiarity with ISO/IEC 27001 or other service standards is advantageous. More ❯
for improvement and implement practical, scalable solutions. Support customer satisfaction initiatives, contributing to performance in CSAT and NPS scores. Oversee the creation and management of Knowledge Base content to empower both users and support staff. Identify recurring support issues and reduce ticket volumes through training, education, and process … to senior leadership. Monitor quality of service via telephony and ticketing platforms, ensuring consistency and high standards. Uphold strict adherence to data protection, information security, and relevant company policies. Promote and embody the organisation's values, with a strong focus on Safeguarding, Equality, and Diversity. What We're … Previous experience leading or mentoring a 1st Line or customer support team within an IT environment. A strong understanding of SLA/KPI management and performance analysis. Excellent problem-solving, communication, and interpersonal skills. Experience using helpdesk or ticketing systems. A proactive approach to continuous improvement and service More ❯
to recruit a Customer Operations Planning Analyst, who will be reporting directly to the Workforce Planning Manager. The role focuses on the operational management of Creovai – our innovative AI-powered conversation intelligence software. You will play a crucial role in ensuring that our Customer Operations and front-line … an effort to maximise resource efficiency and achieve service level goals/business objectives. Provide in depth analysis on both agent and brand information through the use of Creovai and Hood Group systems Use of key systems – Creovai, Peopleware, Tableau, Awaken & Mitel to ensure increased agent productivity, schedule … analysis, and data modelling Proficiency in statistical analysis and technology systems Excellent verbal and written communication skills, including experience in making presentations to management and external audiences Experience with Mitel systems, Tableau, and Microsoft Office Suite (Word, Teams, PowerPoint) is beneficial Strong analytical skills, especially within a Contact More ❯
to recruit a Customer Operations Planning Analyst, who will be reporting directly to the Workforce Planning Manager. The role focuses on the operational management of Creovai – our innovative AI-powered conversation intelligence software. You will play a crucial role in ensuring that our Customer Operations and front-line … an effort to maximise resource efficiency and achieve service level goals/business objectives. Provide in depth analysis on both agent and brand information through the use of Creovai and Hood Group systems Use of key systems – Creovai, Peopleware, Tableau, Awaken & Mitel to ensure increased agent productivity, schedule … analysis, and data modelling Proficiency in statistical analysis and technology systems Excellent verbal and written communication skills, including experience in making presentations to management and external audiences Experience with Mitel systems, Tableau, and Microsoft Office Suite (Word, Teams, PowerPoint) is beneficial Strong analytical skills, especially within a Contact More ❯
