1 of 1 Customer Experience Jobs in Sevenoaks

while supporting the Service Desk Manager with escalations, improvement projects, and long-term service development. This position combines operational responsibility with strategic input, offering the opportunity to directly shape customer experience and team performance. Key Responsibilities Manage all day-to-day service desk operations, ensuring cases are handled promptly and SLAs are achieved. Monitor and manage workloads, case … queues, phone lines, and dashboards to maintain service performance. Provide leadership, direction, and support to engineers, ensuring quality and consistency of service delivery. Act as escalation point for customer issues, critical incidents (P1s), and vulnerability triage. Oversee shift management, ensuring appropriate cover and resource allocation. Carry out regular quality checks on cases, ensuring high standards of communication and resolution. … Track, analyse, and report on SLAs, KPIs, team stats, and customer feedback. Work with the Service Desk Manager on process improvements, customer escalations, and side projects. Contribute to continuous service improvement by identifying and implementing process and performance enhancements. Participate in team meetings, customer reviews, and service improvement initiatives. Person Specification Skills & Knowledge Proven experience in More ❯