Retail Service Operations Manager
7 days ago
About the Role
We are seeking a highly skilled and experienced Retail Service Operations Manager to lead our UK Retail Service Desk team. This is an exciting opportunity to join Ivy Comptech, a leading provider of innovative technology solutions.
Job Summary
The successful candidate will be responsible for ensuring the uptime of all Retail Technology is as close to 100% as possible to support the best possible colleague and customer experience on the High Street. You will provide leadership and mentoring to the UK Service Desk Team and drive a culture of continual process improvement within the Service Desk team and the wider IT Team.
Key Responsibilities
• Fully accountable for all Retail Service Desk KPI's: Call answer time, handle time, first level fault fixing rate, uptime of Retail Tech and Colleague engagement with the service provided.
• Relentlessly self-reviewing performance of the Desk, the output of said reviews will be new initiatives to improve both performance of the Desk and the Retail Colleague Journey.
• Own all service desk information, both performance data and feedback from colleagues/retail management/retail senior management/other internal stakeholders. Use this data/insight to improve overall desk performance and retail customer journey.
• Oversee all communications to our Retail Colleagues in the event of any incidents/outages, ensure that the relevant Technical teams provide prompt updates that can be shared with our Retail Colleagues who are awaiting updates so that they can support the customer journey.
• Owns all people/HR processes within their team to ensure successful recruitment/induction/ongoing training and management of their team.
Specialist Skills and Experience
• The following 5 skills are essential:
- Visionary Mindset – Know what you want to achieve at a high level and how to break it down into manageable parts so that everyone in the department understands how they can play a role in the team's success.
- Strong Leader – Be clear on what's expected from the team, reward success and coach when necessary to
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