Jobs

Out of hours/Night shift Service Desk Team Leader/ Contact Centre Team Leader

Job Ref No

js 3729

Salary (per hour)

£18.00

Start Date

15/03/2021

Subtitle

Service Desk Team Leader

Contract

Part Time

Location

Peterborough

Out of hours/ Night shift Service Desk Team Leader/ Contact Centre Team Leader

An exciting opportunity has arisen for a Out of Hours / Night Shift Team Leader with experience of working night shifts , the hours will be 8pm-8am four on /four off

As a Out of hours Team Leader you will have strong man management experience managing a team of 11 staff and ideally some IT knowledge.

Role will be remote based until likely the summer when candidates will be required to return to the offices in Peterborough.

You will come from either a call centre or IT services environment, with a passion for people and a good understanding of ticketing system stats and SLAs.

The ideal candidate would come from an IT Service Management / Call centre background, having experience managing large teams in of 1st line support staff / call centre, or customer service.

Leadership Responsibilities Out of hours Service Desk Team Leader:
Line management of a team of Service Desk Analysts, Support Specialists, Technical Engineers and Shift Leaders
• Ensure all team members understand theirs and companies expectations and deliverables of their roles.
• Develop and coach team members to improve performance and delivery of service.
• Identify and manage training and development needs in line with company procedures.
• Contribute to the maintenance and quality of the Knowledge Base
• Manage organisational change within team and department, including changes to procedures with regular comms in a timely manner

Leadership Activities:
• Regular appropriate business communications to team
• Regular Team Meetings
• Bi annual appraisals, monthly one-to-ones, training and development plans
• Regular assessment of individual team member’s performance and act to address conduct/capability issues in line with disciplinary procedures.
• Provide support and delivery teams with relevant information regarding service performance via meetings, telephone conferences, email or reports.
• Develop, grown and maintain professional working relationships with all internal stakeholders and customer equivalents
• Attend meetings with other Team Leaders and Operational Managers as required

Leadership Attributes:
• Team focused – a genuine passion for managing and leading individuals to deliver excellence through continuous development and improvement.
• Patient, tolerant and supportive leader
• Team Player – ability to work as part of a team to deliver operational excellence
• Influencer – able to remain positive at all times and influence those around you
• Good relationship management skills
• Driven, motivational, professional leader, with a ‘can-do’ attitude at all times
Process, Procedural and Contractual Attributes:
• Outstanding communicator (verbal and written) that can remain objective and emphatic whilst being able to deliver the message required.

Customer Service Attributes:
• Excellent proven organisational and customer service skills
• Ability to take ownership of and progress problems to resolution
• Analytical, with exceptional attention to detail
Service Performance:
• Time management and prioritising skills to ensure delivery of service at all times
• Innovative thinking, in terms of service quality and improvements within the boundaries of company limits (resource, budgetary, legal etc.)

If you are a passionate people manager with the experience of working as a Call Centre or IT Service Desk Team Leader out of hours please apply now!
An exciting opportunity has arisen for a Out of Hours / Night Shift Team Leader with experience of working night shifts , the hours will be 8pm-8am four on /four off

As a Out of hours Team Leader you will have strong man management experience managing a team of 11 staff and ideally some IT knowledge.

Role will be remote based until likely the summer when candidates will be required to return to the offices in Peterborough.

You will come from either a call centre or IT services environment, with a passion for people and a good understanding of ticketing system stats and SLAs.

The ideal candidate would come from an IT Service Management / Call centre background, having experience managing large teams in of 1st line support staff / call centre, or customer service.

Leadership Responsibilities Out of hours Service Desk Team Leader:
Line management of a team of Service Desk Analysts, Support Specialists, Technical Engineers and Shift Leaders
• Ensure all team members understand theirs and companies expectations and deliverables of their roles.
• Develop and coach team members to improve performance and delivery of service.
• Identify and manage training and development needs in line with company procedures.
• Contribute to the maintenance and quality of the Knowledge Base
• Manage organisational change within team and department, including changes to procedures with regular comms in a timely manner

Leadership Activities:
• Regular appropriate business communications to team
• Regular Team Meetings
• Bi annual appraisals, monthly one-to-ones, training and development plans
• Regular assessment of individual team member’s performance and act to address conduct/capability issues in line with disciplinary procedures.
• Provide support and delivery teams with relevant information regarding service performance via meetings, telephone conferences, email or reports.
• Develop, grown and maintain professional working relationships with all internal stakeholders and customer equivalents
• Attend meetings with other Team Leaders and Operational Managers as required

Leadership Attributes:
• Team focused – a genuine passion for managing and leading individuals to deliver excellence through continuous development and improvement.
• Patient, tolerant and supportive leader
• Team Player – ability to work as part of a team to deliver operational excellence
• Influencer – able to remain positive at all times and influence those around you
• Good relationship management skills
• Driven, motivational, professional leader, with a ‘can-do’ attitude at all times
Process, Procedural and Contractual Attributes:
• Outstanding communicator (verbal and written) that can remain objective and emphatic whilst being able to deliver the message required.

Customer Service Attributes:
• Excellent proven organisational and customer service skills
• Ability to take ownership of and progress problems to resolution
• Analytical, with exceptional attention to detail
Service Performance:
• Time management and prioritising skills to ensure delivery of service at all times
• Innovative thinking, in terms of service quality and improvements within the boundaries of company limits (resource, budgetary, legal etc.)

If you are a passionate people manager with the experience of working as a Call Centre or IT Service Desk Team Leader out of hours please apply now!

Back to Jobs