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Job

Connecting

Remote Support Team Manager

  • Location

    Manchester, Greater Manchester

  • Sector:

    IT Security

  • Job type:

    Permanent

  • Salary::

    Negotiable

  • Contact:

    Hayley Stevenson

  • Contact email:

    hayley.stevenson-ext@jci.com

  • High Salary:

    0

  • Low Salary:

    0

  • Reference:

    RTL/HS_1546857832

  • Job Published:

    about 1 month ago

  • Expiry Date:

    2019-01-10

RESOLVE - A professional support team that handles 19,500 technical end user queries and provides assistance on 8,700 engineer queries per month. A skilled technical team of 56 - with an average of 9 years security experience. RESOLVE has the flexibility to serve 410,000 customers, 24/7, all year round.

RESOLVE is the benchmark for technical customer support in the security sector. Our strong professional relationship with system manufacturers gives us influence over the development of future fire and security technology, ensuring we are always one step ahead of the competition. The security and safety of our customers is at the core of our values - RESOLVE works with the regulatory bodies to incorporate the latest ideas and technology into the standards which the whole fire and security sector must comply. Our world class processes and procedures set an example to others on how to keep people and property safe.

The RESOLVE Team Manager Role
To work in partnership with the Head of RESOLVE to establish and deliver business objectives and KPI's.
Ensure that effective performance measurements are assigned and employees are motivated to achieve and exceed objectives in a professional, quality and timely manner.
To monitor, report, analyse and make recommendations for improving internal customer service standards - to address and highlight areas requiring improvement. Candidate will be expected to embrace the technical aspect of the role and be able to recognise and deliver solutions to technical and process deficiencies.
Manage, support and motivate employee through procedures (for example, attendance procedure, grievance, disciplinary) and to ensure a welcoming and pro-active service to our customers.
Demonstrate and instil values in to the team - be responsible for creating an environment of integrity and trust with the team and promoting accountability and consistency.
To initiate, drive and monitor continuous improvement planning and projects which benefit our internal and external customers. Provide inspirational leadership and create a framework for the team to grow.
Ensure efficient operation of activity by maintaining trained competent and motivated technicians.

Personal Specification
Decisive - making clear decisions and considering risk
Uses initiative, acts with confidence and work under own direction
Delegates work appropriately and fairly
Provides employees with clear direction, development opportunities and coaching
Adapts to the team and builds team spirit
Establishes good relationships with customers and employees
Relates well to people at all levels
Manages conflict
Adapts to changing circumstances
Able to take ownership and drive business critical initiatives
Works productively in a high pressure environment
Sets high standards for quality
Consistently achieves project goals