Company: Wireless Logic Group Ltd
Job title: Zendesk Delivery Manager
Location: Horizon, Hurley, Berkshire, SL6 6RJ / homebased Hybrid
Reporting to: Group Head of Service Operations
Working: 37.5 Hours Mon-Fri
Role type: Permanent

Key relationships

Interfacing with all WL Group OPCOS and Zendesk using Internal Teams, Operations colleagues, suppliers, customers and 3rd party service providers

The role overview
We are looking for a full time Zendesk Delivery Manager who is responsible for adhoc Continuous Improvement (CI) activities as well as larger scale improvement projects to help support our busy Customer and employee Omni channel workflow journeys across calls, chats, email and messaging.

You are responsible for the day to day execution of the Zendesk system. You will matrix manage a cohort of Zendesk champions to identify, develop and deploy new business processes to the required IS9001 QMS standards including integrations to other applications, development of dashboards and reports, technical set up and maintenance of multiple brands and time zones across our Global support footprint.

Responsibilities include:

• Daily administration including but not limited to; managing a multiple user setup, profiles and roles, customization of forms, fields, views, workflows, email notifications, approval processes, reports and dashboards triggers and other business rules
• Design and run complex reports and dashboards and provide analytics on Customer Journey trends and KPI performance
• Implement and support new system roll outs, as well as all required maintenance and upgrades in addition to recommendations for process improvements
• Responsible for the overall data quality in Zendesk therefore will create and maintain thorough, up to date, SOPS and Working instructions to the IS9001 QMS standard.
• Troubleshoot and provide solutions with full deep dive and CI for technical issues and escalations
• Create a program of training for new and current users that ranges from self-serve to full certification
• Assist with data imports, exports and updates, utilizing Zendesk Explore and other tools
• Understanding stakeholder groups and drive engagement and feedback on current service and future support requirements for new products and campaigns.
• Responsible for scoping, planning, scheduling, creating all change and CI activities and collateral that will include, amongst others: communication plans, training and engagement materials, training needs analysis, go-live readiness plans and supporting the transition to BAU Operations teams
• Capture and prioritize related risks and issues through to resolution, mitigation or acceptance
• Ad hoc duties as required.

The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope of the role or department.

Skills required:

• Strong English verbal and written communication skills, with the ability to communicate effectively at all levels of the organization
• Excellent attention to details is essential
• Creative thinker and problem-solver, with the ability to translate ideas into actions and outcomes
• Skilled at using available data to baseline existing processes that support data driven decisions
• Ability to analyse performance of readiness against defined milestones and report on progress, flagging potential issues and proposing corrective action where needed.
• Experience of using Excel, Power Point and Word

Experience

• 1-2 years experience at a project or CI delivery manager role
• 2- 3 years of Zendesk Administrator experience with demonstration of strong knowledge and understanding of the platform
• Experience with integrations preferred
• Certifications including Zendesk Administrator strongly preferred
• Experience with programming languages such as SQL, Java Script, HTML, Java and Apex preferred but not required
• Familiarity with Zendesk REST API is a plus
• Strong data management analytical skills required
• Ability to meet deadlines, handle and prioritize simultaneous requests
• Strong understanding of Zendesk best practices and functionality
• Proven ability to design and implement new processes and facilitate user adoption

Behaviours

• Performance under pressure against a deadline
• Gives and receives information clearly and concisely and encourage open dialogue by listening and engaging in debate as appropriate to create ownership and commitment within the Operations teams
• Excellent team player, personable and able to operate at all levels
• Must have the ability to work unsupervised and on own initiative
• Highly organised coupled with the ability to prioritise effectively
• Must be a completer finisher of tasks and actions
• Ability to thrive in a high pressure, fast paced work environment

Why work with us?

• The opportunity to work for an entrepreneurial Company
• Full training, ongoing support, and the tools you need to grow and develop in your role
• We are a company with a heart and who genuinely values and respects its employees

In addition, we provide the following benefits:

• 25 days holiday + Birthday = 26 days
• Group Company Pension Scheme
• Private Medical Insurance
• Up to 50% off an annual Pure Gym membership
• Dental cover
• Doctor at Hand (online GP service)
• Enhanced Paternity Leave
• Company Sick Pay Scheme
• Cycle to work scheme
• Onsite parking
• Onsite gym
• Access to a variety of online discounts on major retailers
• Employee assistance program

Who are we?

A new thing, device or asset is connected to Wireless Logic’s cellular platform every 18 seconds of every day. And today, Wireless Logic Group has over 6 million Io T SIM subscriptions active in 165 countries, with collaborative partnerships that provide reach into more than 750 global networks.

The group is entirely customer and market-driven, meeting customers where they are to help them innovate by providing expert service and the most flexible, resilient and secure connectivity solutions in the market.

Wireless Logic’s purpose-built Io T connectivity platforms connect (globally and locally) across multiple mobile networks and technologies to give customers a single management window for their assets. It provides the ultimate connectivity, control and security.
Wireless Logic Group is backed by Montagu Private Equity, one of the world’s leading private equity-backed investors, giving Wireless Logic Group unrivalled financial strength.

Where do I apply?
If this sounds like a role, you are interested in please submit your application directly through our website including your CV.

Wireless Logic LTD are an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, transgender status, religion or belief, marital status, or pregnancy and maternity.