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Team Leader

  • Location:

    Peterborough, Cambridgeshire

  • Sector:

    Contact Centre

  • Job type:

    Permanent

  • Salary:

    Up to £32000 per annum + free car parking

  • Contact:

    Charlotte

  • Contact email:

    charlotte.hines@brookstreet.co.uk

  • Job ref:

    PET/671368_1633685551

  • Published:

    15 days ago

  • Expiry date:

    19/11/2021

  • 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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