ESS provides multi-service capability to major companies and organisations operating in remote sites, gold mines and coal fields. We provide vital workplace support for people working in some of the most isolated terrains in the world, from oil rigs in the North Sea to gold mines in the Australian Outback.
We are looking for a skilled Service Desk Manager who can lead the Service Desk team to increase performance and improve service quality. The Service Desk Manager will assist in establishing team objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call centre data, and focus on improving performance and processes to better support customers. You should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of the INX Flight and accommodation system.
This role is based in our Cannon Hill head office, and once fully trained will be a hybrid working arrangement.
The Position
- Oversee requests, incidents and problems
- Train, coach and mentor Service Desk representatives including career development.
- Provide data and reporting of KPI’s and trends to Manager and others in ad-hoc, weekly, monthly and as needed.
- Develops Service and Business Level Agreements to set expectations and measure performance.
- Manage process for communicating outage/emergency activities to the organization.
- Manage vendor relationships and link to operational needs.
- Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets
- Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis.
- Ensures service targets, SLA’s and KPI’s are continually reviewed and expectations are met with optimum levels of quality & service delivery.
- Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience.
- Hiring, onboarding and training of new staff members
- Rostering for all staff
The Person
- Proven experience managing a contact centre and first line managers - preferably within the remote/FIFO space
- Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
- Strong coaching and leadership skills with the ability to motivate employees.
- Decisiveness and attention to detail.
- Proficiency with technology, including computers, software applications, phone systems, INX booking & accommodation systems etc.
- Exemplary communication skills with the team and all internal and external stakeholders
- Exposure using software packages such as INX, VAMS and/or SAMS
- Ability to work flexible hours including early mornings and weekends
- A team player with a flexible approach, positive attitude, with ability to work autonomously and as part of a team.
- Ability to think outside the box
The Benefits
We place great importance on being an employer of choice and offer excellent career opportunities including internal transfers, a competitive salary along with our recognition programs, long service awards, team event days and company discounts.
- Paid parental leave
- Multiple salary packaging options to make your dollar go further
- Easy access to 100+ retail discounts
- Opportunity to learn new skills and move to different internal roles
- Above award wages
- A chance to join an ecologically and socially forward operation
So, if you are a 'can-do' person, who thrives on new challenges, likes working in a team within a diverse environment and consistently delivers to the highest quality, then apply today or email careers@compass-group.com.au.
