Job Description

　　Job Title: Customer Service Manager (Service Desk)

　　Department: Equipment Service

　　Reports To: Senior Manager Equipment Operations & Service

　　Location: Cardiff Office - Hybrid working

　　Overview:

　　An exciting opportunity has arisen to join the technical service side of the Henry Schein Equipment business. This role is pivotal to the ambitious growth of the service Department.

　　As part of Service Management team, you will play a key part in day-to-day management and the strategic evolution of the service business.

　　You will be personally responsible, for the Customer Service and Service Desk teams through a team leader structure.

　　This is a fast-paced part of the business where quick thinking and creative problem resolution are essential skills for success.

　　Job Responsibilities:

　　The role holder will be expected to be responsible for the following:

　　Service Desk

　　Overall performance of the Service desk teamMeeting defined metrics and benchmarksAccuracy and efficiency of information provided.Complaint oversight of quality issues pertaining to internal service activitiesReports on performance and areas of improvementPromoting and representing the ServiceDesk team to other areas of the businessIdentify areas of process improvement and efficienciesResponsible for the adherence of policies and procedures Provide data and reporting of KPI's and trends and develop strategies for improvement. Support in the monitoring and management of phone queue (participating in escalated calls as needed). Oversee Solutions and ensure top quality solutions are deployed and available. Develops service and business level agreements to set expectations and measure performance.Continual service improvement. You can identify and explore opportunities for service and business improvement. You can produce analysis and identify, prioritise and implement improvements and efficiencies, ensuring that the organisation derives maximum value from services. You can recognise the potential for automation of processes, determine costs and benefits of new approaches, and manage change or assist implementation where needed.Ownership and initiative. You can take ownership of problems and proactively resolve technical problems, ensuring that technical solutions continue to meet business requirements. You can take full accountability for the actions taken and decisions made.

　　Job Skills & Experience Required:

　　To succeed in this role, you'll need the following:

　　Proven Business experience in a service management function including financial and personnel management.Management training / project management training.Have experience of a change management culture

　　Person Specification:

　　We believe the type of person best suited to this role will be:

　　Self-motivated, having the proven capacity to fully complete tasks to conclusion.Excellent communication skillsStrong skills to lead, motivate, support and develop individuals.Excellent planning, project and time management skillsResults driven both individually and within team.

　　Our benefits include:

　　A competitive salary25 days holiday a year, with ability to buy up to 5 days holiday each year.Life InsuranceCycle to Work scheme.Subsidised gym membershipAccess to Health & Wellbeing AppsEmployee discountsA hybrid, flexible working culture

　　About Henry Schein:

　　At Henry Schein, our mission is to provide innovative, integrated health care products and services; and to be trusted advisors and consultants to our customers - enabling them to deliver the best quality patient care and enhance their practice management efficiency and profitability.

　　We know that our Team Schein Members (TSMs) are integral to bringing our mission to life and our success has been built on the commitment of Team Schein, a highly motivated and diverse group of professionals who are dedicated to meeting the needs of our customers. Every TSM shares a singular focus, fostering an environment that allows each of us to achieve our goals.

　　Henry Schein offers a diverse range of career opportunities, and we firmly believe that by fostering an environment built on ethics, open communications, mutual benefits, creativity, and recognition of the contributions of all TSMs-at all levels-we can help ensure that our best years are yet to come. As such, we are proud to be an equal opportunities employer and our integrated approach to diversity and inclusion ensures success by cultivating our Culture, recruiting, and retaining diverse Talent, supporting our Marketplace, and continuing our commitment to Society.

　　As a business we are committed to fulfilling our responsibilities as a Corporate Citizen, and we've been recognised for nine consecutive years by Ethisphere as one of the World's Most Ethical Companies.

　　Henry Schein is committed to the principle of equal opportunities in employment in all spheres of its operation. Henry Schein UK Holdings strives to operate a policy of equal opportunity and not discriminate against any person gender, race, colour, nationality, ethnic or national origin, religion, sexual orientation, marital status, disability, age or any other characteristic protected by law.