HOME GROUP LIMITED
Ref No: HGL 197
1 JOB DETAILS
Job Holder: Reports to: Group IS Operations
Job Title: IS Customer Services Date: 9th October 2006
2 JOB PURPOSE
To be the Manager and facilitator of the Group IS Customer service and
Responsible for effective management of the IS Customer support budget and
Provide ROI and TCO information for support services and new initiatives.
Monitor and report on average cost of support per desktop.
Line Management of min 4 Customer support team supervisors and Business
Maintain Customer Support service provision in line with corporate and localised
SLA and KPI agreements.
Effective management of customer interaction with Group IS Support centre(s)
and liaison with 2nd and 3rd line support engineers and technical specialists.
Interaction with 3rd party support engineers and their service desks.
Contribute to accurate documentation in line with corporate asset management
and software policies
Responsibility for ensuring consistent and accurate technical and non-technical
information with the Groups IS knowledge base and Helpdesk software.
Responsible for the continued development of Customer satisfaction
Contribute to development of relevant standards, methods & procedures.
Manage effective communication strategies to ensure all centres have clear and
concise information relating to (but not exclusively):
Providing accurate MIS information to support business assurance and external
Providing accurate MIS information on customer interactions, technical issues
and trend analysis experienced form the Customer Support Centre(s) for
inclusion in Board reports.
4 ORGANISATION CHART
IS Customer Business Liaison
Service -Team Officer
5 KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED
Extensive experience of Customer Service Management within a technical
Managerial skills with the ability to lead and motivate team leaders and their
direct staff across multiple locations within a technical and non-technical
support desk environment.
Ability to think logically, analytically and focus on key issues.
Ability to express complex technical resolve as logic support steps
Excellent communication skills.
Excellent Customer Service skills.
Degree or equivalent qualification in related discipline or equivalent
competencies gained within a IT Service Management role.
Ability to provide detailed MIS information to support call and case statistical
information, technical trend analysis and support information.
Experience of case management and escalation process using ITIL (IT
Infrastructure Library) framework and CI (Configuration Items).
Comprehensive experience of managing 3rd party support contracts and
associated support costs.
6 KEY RESULT AREAS
Ensure the Customer Service Centre(s) meet the needs of the business in
providing accurate and timely resolution to issues reported to the support
Responsible for the effective management and scheduling of Customer
Support Team Supervisors.
Provide leadership and organisational management expertise to team
members, reporting to the Group IS Operations Manager in order to ensure
Customer Services are available to support the business during core
Working with the business to implement effective customer service and
support practises that are tailored to the business needs throughout the UK.
Manage, support and mentor a team to ensure they are effective in carrying
out their duties and support the post holder in carrying out their duties.
Interpret technical resolution documents and diagrams into clear and concise
support actions and methodologies for inclusion within the Group IS
Work with the Group IS Operations Manager to ensure Group standards are
applied and maintained.
Provide consultancy to team members and other staff when required in order
to resolve complex issues.
7 COMMUNICATIONS AND WORKING RELATIONSHIPS
Group IS Operations Manager (Line Manager)
Members of the Customer Services team (responsible for)
Other IS Managers, Team Leaders & Staff (Working relationship)
Other HGL employees (Delivering Services to)
HGL Customers (Delivering Services to)
3rd Party Service Providers (ensuring closely managed customer service and
satisfaction. Management of 3rd party SLA’s and KPI’s, associated budgets and
Employment Agencies (Temp staff)
8 SCOPE FOR IMPACT
The post holder is responsible for the provision and management of Customer
Service from within a Service desk model. The role is to ensure a high level of
customer satisfaction within the IS user community inline with defined SLA and
KPI agreements. This role is the ‘front line’ for the wider user community and it
is important that technical information is presented in a non- technical, efficient
and professional service to ensure support for the core business activities
resulting in a lower cost of ownership of our IT services.
9 CORPORATE RESPONSIBILITIES
Apart from a responsibility for your own health, safety and welfare, ensure
that staff under your supervision perform their duties with due regard to the
Group’s Health and Safety Policy, Procedures and Safe Systems of Work,
in a safe working environment.
Plan and implement staff training and development programmes in line with
the Group’s policy and procedures to meet identified needs and satisfy the
organisation’s requirements for an effective and competent workforce.
To promote equality and diversity as an integral aspect of working at Home
and lead by example.
To undertake any further duties as requested by your Line Manager
commensurate with the level of your post.
10 JOB DESCRIPTION AGREEMENT
Job Holder’s signature Date
Manager’s signature Date