BGL have a fantastic new opportunity for a Workplace Support Manager to head up our Workplace Support Team at BGL HQ , Peterborough. With the recent merge of our Service Desk and Desktop support teams, this position would provide a fresh slate for an existing Operations Support Manager to come in and manage this newly merged IT team.
As a Workplace Support Manager you will oversee the daily operations of a fast paced IT team which supports 2,700 IT users across multiple BGL locations,. This team will oversee all 1st line and 2nd line support issues within BGL, with an average monthly ticket count of around 3,000 tickets. Due to the volume of calls, is it critical for the team to provide timely resolutions to all incidents and requests, working to ensure the appropriate prioritisation of urgent cases, and VIP users.
You will be responsible for ensuring the customer is at the forefront of all end user support processes, championing exceptional customer service levels through regular measurement and reporting of customer satisfaction. Throughout your role you will also continuously review current processes to identify ways to deliver improvements across the department with the aim of improving efficiency and resource management.
As a manager within IT operations you will lead, coach and mentor members of the team to aid their personal development whilst also helping high performers to thrive. All activity within your team will be reported to the IT Operations senior management on a monthly basis, and other reports will be required dependent upon business needs/activity on an ad hoc basis. You will put in place a process whereby you will identify and measure key success metrics for the function which will help highlight areas of improvement within the team operations and show parts of the process which are working well.
What will it take?
• Proven experience in customer contact/operation support
• Extensive experience in line management (ideally in a large contact centre or customer support environment)
• Knowledge of IT operations (from a management perspective)
• Demonstrable experience of operational metrics and reporting
• Need to have strong decision making skills and an inquisitive mind when it comes to problem solving
• Excellent written and verbal communication skills; comfortable communicating and engaging with senior management
Founded in 1992, the BGL Group has grown significantly in size and capability. From 30 to 3,000 people, we are a leading digital distributor of insurance and household financial services. We have reached 10 million customers through brands including comparethemarket.com, LesFurets.com, BGL Life, Budget Insurance & Dial Direct, as well as our partnerships business which provides insurance for some of the UK’s leading high street brands. We make a difference for our customers, colleagues and communities by working, growing and winning together. We enjoy what we do and have fun doing it!
We understand the importance of achieving a healthy lifestyle balance, whether it’s working remotely or flexibly we have an environment where people are empowered to embrace flexible working in a way that works for them and for the business.
Diversity and Inclusion
We're a diverse community of dedicated, innovative and talented professionals. With an inclusive and open workplace, we encourage our people to create and share ideas – supporting their growth and celebrating their uniqueness.