Description:
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 experience
- 23 days' annual leave plus bank holidays
- Birthday off work, or the nearest Monday or Friday if it falls on a weekend
- WPA Cash Benefit Healthcare Policy after successful probation
- Group stakeholder pension after three months
- Company laptop
- Company mobile phone
- IT equipment for working from home, where applicable
- Company 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 team
- Own and improve the customer journey, including onboarding, training and ongoing support
- Ensure customer queries, incidents and technical issues are resolved quickly and effectively
- Introduce and monitor KPIs, including service levels, response times, resolution times and customer satisfaction
- Improve helpdesk processes, workflows, documentation and standard operating procedures
- Support business growth by helping shape the future helpdesk structure
- Coach, motivate and develop team members
- Work closely with internal teams, customers, suppliers and partners
- Provide regular reporting on customer service performance, trends and improvement opportunities
- Support 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 leadership
- Strong people management and team development skills
- A customer-first approach and passion for service excellence
- Experience improving processes and implementing change
- Good understanding of customer service KPIs and reporting
- Strong communication and relationship-building skills
- Ability to work well under pressure and manage competing priorities
- A 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.
