Jobs

Service Desk/ Contact Centre Team Leader

Job Ref No

js 3761

Salary

up to £17 per hour

Start Date

16/08/2021

Contract

Contract

Location

Peterborough

We have a new and exciting role for an experienced Service Desk/ Call Centre/ Customer Services Team Leader, with excellent people management skills and ideally with some technical experience , to join an fantastic multinational IT organisation based in Peterborough.

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

The role requires strong people management and ideally previous technical skills. 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 Service Desk Team / Call Centre Supervisor:
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.)

N.B role will require candidates to work 1 weekend in 7.

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

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