As Workflow Manager/Coordinator, you will play a pivotal role in ensuring the smooth running of our service desk operations. You will be responsible for managing workflows, allocating resources, and ensuring SLAs (Service Level Agreements) are met. You’ll thrive in a fast-paced environment, demonstrating exceptional organisational skills, ambition, and a fiery, results-driven attitude.
Ticket Management & Allocation: Review incoming service desk tickets and allocate tasks efficiently based on priority, skill set, and SLA requirements.
SLA Breach Prevention: Proactively monitor SLA compliance, prioritising and reallocating resources as necessary to prevent breaches.
Scope of Work Assessment: Evaluate tickets to determine if tasks fall under billable scope and liaise with relevant teams for approvals.
Customer Service Excellence: Act as a key point of contact for escalations, ensuring an excellent customer experience while managing expectations.
Your role may also include working with:
Team Coordination: Work closely with technical staff, ensuring seamless communication and effective workflow management.
Drive Performance: Foster a motivated and ambitious work culture, encouraging the team to meet and exceed performance targets.
Benefits of working as a Workflow Coordinator:
Skill Development
Career Progression
Job Types: Full-time, Permanent
Minimum Requirements for the Role:
Strong IT and digital literacy skills
Familiarity with SLAs
Experience in managing or coordinating workflows
Customer Service Excellence
Right to Work Requirements:
If this sounds like something you could be interested in, apply now by emailing ks@foxmorrisgroup.co.uk or calling 0208 176 4043.