EMEA Regional Team Leader United Kingdom

2 weeks ago

Croydon Cambridgeshire, United Kingdom Natterbox Limited Full time

In this role, you will lead, manage, and develop a dedicated team of 1st and 2nd Line Support Engineers in the EMEA region, reporting directly to the Head of Customer Support. As a customer-centric leader, you will mentor and provide technical guidance, actively fostering an environment that promotes growth, excellence, and unwavering customer satisfaction. By collaborating with the US regional Team Leader, you will spearhead unified strategies and ensure success in your initiatives. Your skills in leadership, management, and development will be instrumental in setting the standard for team performance and engagement.

Key Responsibilities

  • Support Operations Management: Oversee the delivery of 1st and 2nd line support across multiple regions, ensuring high standards of service and responsiveness through effective team management.
  • Leadership and Team Development: Lead by example and actively engage your team to excel. Mentor team members to achieve individual and collective goals, fostering a high-performance culture.
  • Service Excellence and Escalation Management: Act as a key point of escalation, providing leadership and technical guidance to ensure seamless team operations.

Responsibilities

  • Case Queue Management: Effectively controls scheduling and workload by overseeing the team's case queue, ensuring optimal productivity and timely case resolution.
  • Resource Allocation: Coordinate the scheduling and resource management of the team, including arranging cover for shifts, holidays, and absences, to maintain uninterrupted service.
  • KPI Management: Lead the team to meet defined Key Performance Indicators (KPIs), fostering a high-performance culture and continuous improvement.
  • Collaborative Support: Assist other teams with troubleshooting and the escalation of complex cases, enhancing the collaborative effort across departments.
  • Technical Proficiency: Showcase deep first and second-line support skills, maintaining hands-on technical expertise in handling customer issues.
  • Customer Relations: Develop and maintain strong relationships with customers, effectively communicating with senior stakeholders to understand and meet their needs.
  • Regular Check-ins and 1-2-1s: Conduct regular check-ins and one-to-one meetings with team members to ensure ongoing support, address concerns, and foster professional development.
  • Appraisal System Updates: Maintain and update the appraisal system to accurately reflect performance, achievements, and areas for improvement, supporting effective performance management and career progression.

Requirements

Experience

  • Management of Technical Operations: At least 2 years of management experience, ideally overseeing 1st and 2nd line support operations, focusing on directing teams in handling technical issues efficiently.
  • Performance Management: Skilled in managing and achieving KPIs and performance metrics.
  • Technical Skills: Strong background in 1st and 2nd line support with hands-on capabilities in handling technical issues.
  • Experience with CRM Systems: Proven expertise in managing customer relationships using CRM systems, ideally Salesforce.
  • Cloud Technology Expertise: Experience supporting cloud-based solutions and technologies.
  • Telecommunications Experience: In-depth experience in a VOIP Service Provider or Telco environment.

Skills:

  • Leadership and Interpersonal Skills: Outstanding leadership qualities with the ability to inspire and cultivate talent.
  • Coaching Skills: Proficient in coaching and mentoring team members, enhancing their skills, and fostering professional growth.
  • Strategic Thinking and Analytical Skills: Ability to think strategically and analytically to align team objectives with organizational goals.
  • Change Management: Skilled in implementing and managing change within the team, ensuring adaptability and continuous improvement in processes and technologies.
  • Project Management: Proficient in project management, with a track record of successfully leading projects from inception to completion.
  • Communication Skills: Exceptional communication skills are required for effectively conveying information and fostering open communication within the team and across the organisation.

What we offer you - alongside a competitive salary, we offer a great range of benefits

  • Hybrid working - blend of in person and remote working
  • 25 days holiday to 30 days (excluding public holidays)
  • Private health insurance - after probation
  • PerkBox giving a range of personalised benefits
#J-18808-Ljbffr

  • EMEA Regional Team Leader United Kingdom

    2 days ago

    Croydon, Cambridgeshire, United Kingdom Natterbox Limited Full time

    In this role, you will lead, manage, and develop a dedicated team of 1st and 2nd Line Support Engineers in the EMEA region, reporting directly to the Head of Customer Support. As a customer-centric leader, you will mentor and provide technical guidance, actively fostering an environment that promotes growth, excellence, and unwavering customer satisfaction....

  • EMEA Regional Team Leader

    2 weeks ago

    Croydon, Cambridgeshire, United Kingdom Natterbox Full time

    In Summary In this role, you will lead, manage, and develop a dedicated team of 1st and 2nd Line Support Engineers in the EMEA region, reporting directly to the Head of Customer Support. As a customer-centric leader, you will mentor and provide technical guidance, actively fostering an environment that promotes growth, excellence, and unwavering customer...

  • EMEA Regional Team Leader

    1 week ago

    Croydon, Cambridgeshire, United Kingdom Natterbox Full time

    In Summary In this role, you will lead, manage, and develop a dedicated team of 1st and 2nd Line Support Engineers in the EMEA region, reporting directly to the Head of Customer Support. As a customer-centric leader, you will mentor and provide technical guidance, actively fostering an environment that promotes growth, excellence, and unwavering customer...

  • Regional Team Manager

    2 weeks ago

    Croydon, United Kingdom CPM United Kingdom Ltd Full time

    We are looking for an enthusiastic and driven Regional Team Manager to work for CPM representing leading technology brand Samsung. If you are passionate about driving sales and delivering excellent results; then we would like to hear from you. £32,136 per annum + 15% Bonus, 30 days holiday (including bank holidays), company mobile phone, tablet and company...

  • EMEA Regional Team Leader

    2 weeks ago

    Croydon, United Kingdom Natterbox Full time

    In SummaryIn this role, you will lead, manage, and develop a dedicated team of 1st and 2nd Line Support Engineers in the EMEA region, reporting directly to the Head of Customer Support. As a customer-centric leader, you will mentor and provide technical guidance, actively fostering an environment that promotes growth, excellence, and unwavering customer...

  • EMEA Regional Team Leader

    1 week ago

    Croydon, United Kingdom Natterbox Full time

    In SummaryScroll down the page to see all associated job requirements, and any responsibilities successful candidates can expect.In this role, you will lead, manage, and develop a dedicated team of 1st and 2nd Line Support Engineers in the EMEA region, reporting directly to the Head of Customer Support. As a customer-centric leader, you will mentor and...

  • EMEA Regional Team Leader

    2 weeks ago

    Croydon, United Kingdom Natterbox Full time

    In SummaryIn this role, you will lead, manage, and develop a dedicated team of 1st and 2nd Line Support Engineers in the EMEA region, reporting directly to the Head of Customer Support. As a customer-centric leader, you will mentor and provide technical guidance, actively fostering an environment that promotes growth, excellence, and unwavering customer...

  • EMEA Regional Team Leader

    1 week ago

    Croydon, United Kingdom Natterbox Full time

    In SummaryScroll down the page to see all associated job requirements, and any responsibilities successful candidates can expect.In this role, you will lead, manage, and develop a dedicated team of 1st and 2nd Line Support Engineers in the EMEA region, reporting directly to the Head of Customer Support. As a customer-centric leader, you will mentor and...

  • EMEA Regional Team Leader

    2 weeks ago

    Croydon, United Kingdom Natterbox Full time

    In SummaryIn this role, you will lead, manage, and develop a dedicated team of 1st and 2nd Line Support Engineers in the EMEA region, reporting directly to the Head of Customer Support. As a customer-centric leader, you will mentor and provide technical guidance, actively fostering an environment that promotes growth, excellence, and unwavering customer...

  • EMEA Regional Team Leader

    2 weeks ago

    Croydon, United Kingdom Natterbox Full time

    In SummaryIn this role, you will lead, manage, and develop a dedicated team of 1st and 2nd Line Support Engineers in the EMEA region, reporting directly to the Head of Customer Support. As a customer-centric leader, you will mentor and provide technical guidance, actively fostering an environment that promotes growth, excellence, and unwavering customer...

  • EMEA Regional Team Leader

    2 weeks ago

    Croydon, United Kingdom Natterbox Full time

    In summary In this role, you will lead, manage, and develop a dedicated team of 1st and 2nd Line Support Engineers in the EMEA region, reporting directly to the Head of Customer Support. As a customer-centric leader, you will mentor and provide technical guidance, actively fostering an environment that promotes growth, excellence, and unwavering customer...

  • EMEA Regional Team Leader

    2 weeks ago

    Croydon, United Kingdom Natterbox Ltd Full time

    In summaryIn this role, you will lead, manage, and develop a dedicated team of 1st and 2nd Line Support Engineers in the EMEA region, reporting directly to the Head of Customer Support. As a customer-centric leader, you will mentor and provide technical guidance, actively fostering an environment that promotes growth, excellence, and unwavering customer...

  • EMEA Regional Team Leader

    1 week ago

    london (croydon), United Kingdom Natterbox Full time

    In SummaryIn this role, you will lead, manage, and develop a dedicated team of 1st and 2nd Line Support Engineers in the EMEA region, reporting directly to the Head of Customer Support. As a customer-centric leader, you will mentor and provide technical guidance, actively fostering an environment that promotes growth, excellence, and unwavering customer...

  • Regional Team Leader Remote

    2 weeks ago

    Cambridgeshire, United Kingdom Page Personnel Finance Full time

    This is an exciting opportunity to join a rapidly growing organisation as a Regional Team Leader (remote) based ideally in the East Anglia region as the role involves occasional travel between Norwich, Cambridgeshire, Luton and Loughton. The role offersclear career development opportunities and great benefits. **Client Details** Due to an internal...

  • Controller of Operations

    3 days ago

    Croydon, United Kingdom Allianz Partners Full time

    **ABOUT THE ROLE** The Controller of Operations is placed in the Steering and Controlling team within our Operations Steering and Transformation division. The role is a senior analyst responsible for overseeing and optimizing the financial management processes for all the LOBs of the Business Units of United Kingdom and Ireland. The position involves...

  • Training Manager

    7 days ago

    Croydon, United Kingdom CPM United Kingdom Ltd Full time

    Training Manager required to work for CPM representing one of the most innovative companies of our time, Amazon. You will be part of a team looking after all aspects of Amazon devices in offline retail stores, delivering memorable and impactful training to retail store staff in both formal and informal settings. As our lead trainer and product expert you...

  • Concierge Security Officer Nights

    1 month ago

    Croydon, United Kingdom Kingdom Full time

    **Kingdom Services Group** have a great opportunity for a **Concierge** Security Officer** to join the team**, working at a supported living site for the homeless and vulnerable adults in the Croydon area.** **Where**:Croydon, CR0 area.** **When**: We’re looking to get the right person in to the team ASAP **Salary: £11.95 per hour** **Hours: On...

  • Regional Team Manager

    2 weeks ago

    Croydon, United Kingdom Samsung Full time

    Job description 1 We are looking for an enthusiastic and driven Regional Team Manager to work for CPM representing leading technology brand Samsung. If you are passionate about driving sales and delivering excellent results; then we would like to hear from you. £32,136 per annum + 15% Bonus, 30 days holiday (including bank holidays), company mobile...

  • Brand Ambassador Amazon Fresh

    2 weeks ago

    Croydon, United Kingdom CPM United Kingdom Ltd Full time

    CPM are working with Amazon Fresh and are looking for driven and proactive Brand Ambassador to join our Team, on an exciting new journey!£30k per annum, 10% bonus, company tablet, laptop and phone provided. Use of own vehicle and clean UK drivers license essential, Mileage paid at 45ppm. 37.5 hours per week Monday- Friday 9am-5pm (If you are required to...

  • Associate Regional Marketing Manager, EMEA

    4 weeks ago

    Huntingdonshire, Cambridgeshire, United Kingdom Zenopa Full time

    Our client has a growing diverse portfolio of life sciences and diagnostic products for the pharma, biopharma, healthcare and environmental markets. The Associate Regional Marketing Manager is responsible for providing downstream marketing execution leadership for Microbiology Products for Assay Development & Quality Controls in EMEA including...