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Service Desk Team Leader

1 month ago

Nottingham East Midlands Airport, United Kingdom Lorien Full time

The role is based in Castle Donington in the East Midlands and will be following the new flexible ways of working model offering 80% remote working and 20% in their brand new offices by East Midlands airport which offers free on-site parking.

Key Responsibilities:
Working in a busy and dynamic contact centre environment you will lead a team of between 10 and 14 Analysts delivering support to colleagues across the Bank. You will be part of a wider Leadership Team who are passionate about the customer and deliveringchange to support their experience.
- You will act as a source of motivation for your team by championing their potential and helping them realise their personal goals through development planning and one to one coaching
- You will support achieving business KPI's through management of your team their performance, whilst ensuring the quality of service is embedded in all that we do
- Listening and acting upon feedback is a key part to the role, assisting with the implementation of continuous improvement through an empowered network
- You will have the opportunity to develop your own leadership skillset with support from your own line manager who will help you realise your potential
- You will collaborate closely with a broad group of Leaders and will interact regularly with the wider Senior Leadership Team helping to shape the performance and future direction of the department
- You will have the opportunity to demonstrate your analytical ability during your leadership of your teams to ensure they reach the required targets using your coaching skills. Whilst shaping and developing support plans to enable Analysts to bring the bestof themselves to their role

Key Skills
- Experience of leading in a contact centre or service centre environment
- Strong coaching skills
- Able to analyse data to understand opportunities for improvement for both our customers and performance management
- Self-starter who takes charge with little direction, seeks clarification if unsure
- Is able to challenge upwards confidently

Interested? Contact Tony Kelleher as soon as possible on

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