Team Leader
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Location:
Peterborough
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Sector:
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Job type:
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Salary:
Up to £32000 per annum + free car parking
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Contact:
Charlotte
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Contact email:
charlotte.hines@brookstreet.co.uk
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Job ref:
PET/671368_1633685551
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Published:
over 2 years ago
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Expiry date:
19/11/2021
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Startdate:
ASAP
Job Description
Service Desk / Call Centre Team Leader - Both Out Of Hours and In Hour positions available
Immediate start available
Location: Hampton, Peterborough
Salary: £32,000 per annum
Are you team focused with a passion to develop and lead you team to success? Are you supportive and influential?
IF YES…. KEEP READING!
Brook Street Recruitment are recruiting on behalf of a well-established client is a top leading Managed Service Provider who are looking for a Service Desk Team Leader to join their thriving and ever-growing team.
Main Responsibilities as a Service Desk Team Leader:
- Develop and coach team members to improve performance and delivery of service through Bi annual appraisals, monthly one-to-ones, training and development plans
- Contribute to the maintenance and quality of the Knowledge Base
- Endeavour to provide all customers with the best level of customer service and support
- Daily, Weekly, Monthly & Ad-hoc reporting when required
- Escalation point within services escalation process to provide support, input and resolutions to escalations and complaints both in and out of hours.
- Through monitoring, management and contribution ensure the team achieve and exceed relevant SLAs, OLAs and KPI`s
- 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
- Identify and escalate any potential breach of service level or risk, where possible mitigating breach and managing to resolution
- Ensure process, procedural and contractual agreements are being followed correctly by the team
- Contribute to the timely resolution of customer complaints and escalations including providing corrective actions.
Experience Required for Service Desk / Call Centre Team Leader:
- Awareness of ITIL methodologies and best practice (desired)
- Good working knowledge of Microsoft Word, Excel and Outlook
- Previous team management experience
- Practical experience of an external Managed Services provider or working in a busy call centre
If you`re interested in this role and would like to have a chat more in detail regarding this vacancy, please do apply with you up to date CV. We aim to get back to all applicants within 1-3 working days. You can contact Charlotte on 07483 927710 or .
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