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1st Line Team Leader

4 months ago

Cheltenham, United Kingdom Commercial Ltd Full time

**The role**

**Your responsibilities as a 1st Line Team Leader will be**:

- Lead the 1st Line team, performing line management responsibilities such as KPI and Objective setting, holiday approvals, training plan creation etc
- Oversee SLA attainment and ensure adherence to our customers contractual obligations
- Track update and resolve all assigned incidents through our IT Service Management Platform, ensuring that documentation is thorough, correct and meets our high standards of quality.
- Modify and create knowledge base articles or ‘Quick Reference Guides’ to assist colleagues with investigating similar issues.
- Train and develop your team to ensure that you have the necessary skillsets within your team to provide the highest standards of technical support and customer service.
- Function as a point of escalation for the 1st Line Team as well as off-site support staff, and provide assistance with helpdesk tickets where possible, escalating further as required.
- Properly escalate incidents in a timely manner adhering to support guidelines and procedures.
- Work with off-site support staff to promote a seamless and collaborative support service.
- Develop and promote a proactive ‘can do’ culture within the department.
- Ensure support services are delivered within an ITIL framework and aligned to industry best practice.
- Build and maintain strong relationships with internal and external stakeholders to build confidence and promote NOC services.
- Handle difficult calls and resolve difficult customer situations through excellent communication and direct stakeholder engagement.
- Monitor performance of the team and staff, conducting performance reviews and providing feedback on areas of improvement
- Support Apprentice Team Leader to develop our apprentices and serve as a sounding board for specific problem-solving challenges, offering encouragement and support.

**About you**
- Previous Team Leader and/or management experience within a similar size team
- Ability to demonstrate a high level of accuracy and attention to detail.
- Excellent communication skills: both written and verbal.
- Exceptional customer service sills, delivering first class service to create ‘raving fans.
- A passion and enthusiasm for Technology, service delivery, continual service improvement and customer satisfaction
- Ensure that service metrics and good data quality is maintained to enable accurate reporting.

**About us**

We are proud to be a successful, purpose-driven organisation that is on an exciting journey to achieve an annual turnover of £100m by 2025.

We are a Business Services Group made up eight divisions; Office Supplies, Managed IT, Managed Print Services, Smart Technologies, Technology, Interiors, Commercial Foundation and PPE, Facilities and Workwear.

We invest in our people so they are experts in their field, excel within their environment and continue on a journey of growth and development, personalised to them.

We are #commercialbynature.

**Benefits**

We commit to ensuring all our employees feel truly valued and appreciated for the work that they do, every day. As a member of the Commercial tribe, you will receive the following:

- A base salary of up to £28,000 per annum
- An annual bonus scheme of £3,000, paid quarterly upon successful achievement of KPIs
- Hybrid working structure with the flexibility to work from home for part of the week
- Company laptop and mobile phone
- A generous holiday allowance of 25 days plus bank holidays, which increases with length of service
- An enhanced family leave package to support you and your growing family
- Life Insurance that offers a payment equivalent to four times your annual salary
- Access to confidential support through our Employee Assistance programme and wellbeing support including a 24-hour GP service and physiotherapy
- Other benefits such as charity volunteering opportunities, pension, cycle to work scheme, flexible working structure and more

**Diversity & Inclusion**

Together, we are committed to attracting, including, inspiring, and developing our teams no matter their background, belief or way of life.

We embrace everyone’s unique perspectives and create a genuine belonging for all.

Our employees are who we are and create the brand we are today; we make better decisions and create a consumer-focused environment.

At Commercial, we look to hire the very best people for our roles. We welcome all applicants regardless of your race, ethnicity, gender, religion, disability, age or sexual orientation. Even if you don’t feel you completely fulfil all the requirements for this vacancy, we still encourage you to apply. It is our commitment to provide equal opportunities for all.
- Please visit our website for further information about us and to view our job applicant privacy notice._