Customer Service Team Leader

Customer Service – Team Leader

Temp – Perm Opportunity

Working hours : 4 days on / 4 days off shift pattern (rotating shifts, 7am-7pm / 7pm-7am).

Office-based : Riverside Way, Camberley GU15 3YL

Rate : £16 p / h + shift pattern allowance on 7am – 7pm shift

The Service Desk team at our Camberley office are now looking for a Customer Service Centre Shift Leader to drive our managed service offerings to a portfolio of Public Sector and Enterprise level customers. This is a pivotal role that shapes our Service Desk division. It is an office-based role, operating on a 4 days on / 4 days off shift pattern (rotating shifts, 7am-7pm / 7pm-7am).

The Service Desk is the beating heart of the Network Services organisation. They provide a 24x7 single point of contact for circa 100+ customers across the telecoms, emergency services and defence industries. The role of the service desk is crucial for ensuring customer requirements are met in relation to the creation and coordination of all incident and requests and managing customer queries.

As a Service Centre Shift Lead, you will be responsible for leading the team whilst on shift, ensuring the effective delivery of contracted services in line with the agreed service levels and business processes. You will act as a point of escalation and take ownership of major incidents outside of normal business hours

The successful Service Centre Shift Lead must be a natural problem solver, tenacious and comfortable with stretching their own capabilities by working outside their comfort zone. They will constantly look at ways to improve and streamline processes and technology to ensure we remain efficient and effective in our approach to service delivery.

What you'll do :

People and Performance Management

Incident Process Management

Major Incident Management

Resource Coordination

Spares Management

Rosta Management

Escalation Management

Service Level Management

Implement Continuous Improvement initiatives

Ensuring tickets are logged accurately and call queues are managed effectively

Point of escalation for customers and expediting issues to the relevant teams

Take ownership of major incidents out of hours and engage stakeholders through to resolution

Meet SLAs and KPIs in line with contractual requirements and ensure the effective communication to stakeholders where targets are at risk of not being met.

Support root cause of failures and conduct reviews where applicable.

Evoking the business continuity plan in the event of unplanned outages Out of Hours

Attend review calls, identifying and implementing improvements where required

Line management of direct reports including objective setting, performance, quality and 1 : 1 reviews

Rosta management alongside other team leaders, including holiday approvals to ensure appropriate staffing levels

Coaching and mentoring team members and providing guidance to enable them to achieve their personal development plans

Supporting the wider team during busy periods such as taking calls and logging tickets

Provide cover for the incident manager during periods of absence

Key requirements :

Proven experience within a Service Desk / Help Desk environment

Confident communicator, able to navigate difficult conversations

Customer focused

Able to effectively multitask

Creative problem solver with the ability to work autonomously or as part of a team

Effectively prioritise workload to meet targets

Proficient in MS office tools

Experience of using Remedy application

For more information on this role, please contact Scarlet Wilson