Jobs at e-know.net

e-know.net Ltd require a charismatic Customer Services Manager. We are looking for someone who can lead e-know.net from strength to strength, for candidates who are organised, disciplined, professional and commercially astute. You will be leading our teams of support engineers and developers ensuring SLA’s are met, problems do not escalate and resources are in the right place at the right time. We need a competent multi-tasker, able to juggle, prioritise, make decisions, take criticism and develop this hard working department into the crowning glory of e-know.net.

Our recruitment procedure is daunting, we have very high standards.

 e-know.net Limited:

e-know.net Ltd is eight years old, it’s Microsoft Gold Certified and expanding. We host and manage applications on behalf of our customers through a fully managed hosted desktop specific to each customer (Application Service Provider), whilst our messagehub division is based on a SAAS methodology delivering an all encompassing messaging solution, that can be white labelled and distributed direct or through re-seller channels.

With a subscription pricing principle, proven track record, best in class technology and unrivalled customer support our business growth is fast paced. With both large (1200 users) and small (10 users) customers, we have a wide variety of expectations to meet and exceed.
For more information look at www.e-know.net and www.messagehub.co.uk.

You will be joining a young and progressive Company, managed by an enthusiastic young team.
Your hours will be demanding.
Expectations will be high.

The Technology:

We are looking for a candidate who can bring their strong, proven customer service skills to e-know.net. Although previous experience in a similar field would be preferable it is not essential. For candidates with limited IT or ASP experience, you need to be willing and able to learn quickly and efficiently. The teams you are leading are highly skilled and it is a fast paced environment.
Clients connect to us via a variety of methods, using the Internet, point-to-point connections or VPN technology.

• Clients connect to us via a variety of methods, using the Internet, point-to-point connections or VPN technology.
• The technology we deploy utilises Citrix as the main deployment tool whilst incorporating the latest security software and resilient hardware platforms.
• Applications include many Microsoft products, MS Office, Exchange email, CRM, Microsoft Dynamics NAV and specific customer packages.

Responsibilities:

The Customer Services Manager will have the following responsibilities:-

• To lead, nurture and develop your specialist teams.
  Rota management.
• To ensure our customers know who you and your team are and how and when you can be reached.
• To develop the positive customer experience at e-know.net and champion their requirements.
• Problems will happen, mistakes will be made. You need to take personal charge of resolving customer issues. Their satisfaction is your responsibility.
• To ensure Service Level Agreements are never broken.
• To quality assure and monitor the inbound and outbound calls & e-mails of a team of support staff, ensuring they are all answered politely and professionally, dealing with customer’s queries, complaints and enquires efficiently.
• To ensure documentation relating to calls and procedures is accurate and up to date.
• To develop the communication channels between your teams, customers and other departments.
• To attend customer focus days and events as and when required.
• To visit customers on site to talk face to face and resolve issues when required.
• You need to be prepared to work long hours and be a point of escalation at any time day or night.
  

 The Role:

• You must have a good level of education.
• You must be a highly experienced Customer Service Manager.
• You must have experience of team management and development. You need to be a good motivator and be able to set an exceptional example.
• You need to be used to managing a call handling environment such as a call centre.
• You must have excellent communication skills.
• You need to be open to criticism and complaint and be able to turn these into positive resolutions.
• You need to be able to multitask like a demon.
• You must understand the balance between customers’ demands and the demands of the business.
• You need to be flexible in your hours of work. Our teams work a shift pattern to cover from 08:00 to 19:00, Monday to Friday. We also provide out of hours support 24 hours a day, seven days a week.

The Candidate:

Although a true list would be extensive, some of the key attributes we require are:-

• A smart well presented manager
• A calm personality able to keep a clear head and prioritise.
• A brilliant communicator.
• Someone able to write reports, produce procedures & documentation to the highest standards.
• To understand the principles of ISO9001 and implement them.
• A motivated person able to motivate those around them.
• A person who is keen, eager and passionate about customer service.
• You must have an exceptional level of attention to detail.
• You need to be a good listener.
• You need to be brilliant at solving problems.
• An understanding of IT support.
• You need to be able to learn quickly, think on your feet, make decisions and follow through on promises.
• You should be good at juggling, negotiation, reading crystal balls, magic and diplomacy!

Location:

• Must be located within a 40 mile radius of Telford – re-location expenses will not be paid.
• The Customer Services Manager will be based at the Telford Office.
• You will be expected to travel to customer sites and events from time to time.

Salary and Benefits:

• Salary Range - Scale 7 - £30,000 - £40,000. (Management Grade – Scale 7.1 – 7.5)
• Annual Bonus Scheme
• Contributory Pension Scheme matched by Company to a maximum of 5% of base salary (subject to scheme rules)
• Company business mileage paid at 35p/mile (excludes travel to and from work)
• 25 days annual holiday plus statutory
• Company phone and laptop.