Service Desk Team Leader

3 months ago

Manchester, United Kingdom Atlanta Group Full time

We are one of the fastest growing insurance brokers in the market, made up of some amazing heritage brands. With Autonet, Carole Nash and Swinton Group, we have over 100 combined years of experience. Our people are the reason why we are the success we are today. There’s never been a better time to join us and be part of our story.

**About the role**

Working on a busy and fast paced Service Desk, as Service Desk Team Leader, you will:

- Coordinate the service desk team members in their daily duties of attending to clients who come to make inquiries and facilitate good customer service culture in team members.
- Evaluate and assess service delivery performance metrics and carry out survey on clients to weigh the level of service delivery in the company.
- Keep record of daily operations at the desk for tracking of customer needs, services rendered and future reference.
- Create a mode of operations to be adhered to by team members in order to maintain good routine and orderliness.
- Delegate specific service desk responsibilities to team members to create specialisation and increase service delivery pace.
- Review all client complaints, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions.

You should have the following experience:

- Good interpersonal skills for customer relations.
- Ability to work under pressure.
- Good leadership skills to develop people and manage performance.
- Be knowledgeable about service desk systems and IT tools.
- Have good judgment in handling customer problems.
- Strong stakeholder management skills.
- ITIL foundation qualification.
- Experience in managing IT support teams and individuals.
- High level of technical capability and IT knowledge.
- Ability to own the onboarding of new and emerging technologies.

The role is based in our Stoke office working in a hybrid environment of a minimum of 3 days per week on site.

LI-HV1

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