Helpdesk & Customer Experience Manager

Are you an experienced helpdesk or customer service leader ready to take ownership of a growing support function? Do you enjoy improving processes, developing teams and using data to deliver a better customer experience? Are you looking for a senior, hands-on role where you can make a real impact across onboarding, service delivery and customer support? If so this could be the role for you! 

EIT is looking for a driven Helpdesk & Customer Experience Manager to lead and develop our helpdesk, onboarding and customer support operations.

This is a key operational role, ideal for someone who can combine strong people leadership with process improvement, customer focus and practical problem-solving.

What's on Offer

Salary negotiable depending on experience23 days' annual leave plus bank holidaysBirthday off work, or the nearest Monday or Friday if it falls on a weekendWPA Cash Benefit Healthcare Policy after successful probationGroup stakeholder pension after three monthsCompany laptopCompany mobile phoneIT equipment for working from home, where applicableCompany credit card for business expenses after successful probation, if required

About the Role

You will take responsibility for the day-to-day leadership and ongoing development of the helpdesk and customer experience function.You will ensure customers receive a consistent, high-quality service from onboarding and training through to ongoing support, issue resolution and relationship management.You will also play an important role in helping the business scale by improving processes, building structure, introducing KPIs and developing a high-performing support team.

Key Responsibilities

Lead and develop the helpdesk and customer support teamOwn and improve the customer journey, including onboarding, training and ongoing supportEnsure customer queries, incidents and technical issues are resolved quickly and effectivelyIntroduce and monitor KPIs, including service levels, response times, resolution times and customer satisfactionImprove helpdesk processes, workflows, documentation and standard operating proceduresSupport business growth by helping shape the future helpdesk structureCoach, motivate and develop team membersWork closely with internal teams, customers, suppliers and partnersProvide regular reporting on customer service performance, trends and improvement opportunitiesSupport senior leadership with management information and department statistics

About You

We are looking for someone who is confident, organised and comfortable working in a fast-paced environment.

You will ideally have:

Experience in helpdesk, customer service, customer success or customer experience leadershipStrong people management and team development skillsA customer-first approach and passion for service excellenceExperience improving processes and implementing changeGood understanding of customer service KPIs and reportingStrong communication and relationship-building skillsAbility to work well under pressure and manage competing prioritiesA positive, proactive and commercially minded approach

About EIT

EIT provides technology, infrastructure and support services to customers across areas including network security, WiFi infrastructure, digital signage, cabling, EPOS and payment solution rollouts, new store openings and white-labelled helpdesk services.

Full training will be provided where required around our specific solutions and services.

Additional Information

Applicants must be eligible to live and work in the UK. Due to the nature of our business, applicants must also have a clean credit and criminal history.

EIT Limited is an equal opportunities employer.