Support Centre Team Leader

3 weeks ago

Farnborough, United Kingdom Exponential-e Full time

Exponential-e is a pioneer of connectivity, cloud and communication solutions. We are recruiting for the role of a Support Centre Team Leader to join our new Service Desk team servicing a large UK public sector customer.

Some of your responsibilities as a Client / Customer Service Coordinator will include:

- Responsible for the daily operations of the ARP Support Centre Team, ensuring objectives and Key Performance Indicators are met through monitoring and leadership
- Providing guidance, training, and leadership skills to inspire the team to perform at their optimum
- Gather and provide regular feedback to your team of shift workers and analysts
- Co-ordinate your team in their daily activities and ensure processes and procedures are followed
- Act as an escalation point, including for your team on night shift
- Co-ordinate major incident activities
- Conduct surveys on customers
- Review any complaints, rectify issues, and liaise with appropriate suppliers to measures to ensure issues aren’t repeated

**Knowledge and experience required**
- Strong customer service focus
- Experience working in a pressurised customer focused role
- Good negotiation skills with the ability to be assertive when required
- Excellent verbal and written communication skills with a professional phone manner
- Proven problem solver with strong analytical and trend analysis skills

**Desirable skills and experience (not required but nice to have)**
- Previous supervisor or Team Leader experience
- Experience working in and leading in a pressurised customer focused Service Desk within an ITIL based environment
- ServiceNow, Remedy or a similar ITSM toolset experience
- Experience working within an ITIL based environment
- Business to business (B2B) experience
- Experience working in the Emergency services sector

**Why Exponential-e?**

Not only will you be working for a company that constantly exceeds expectations with both our innovation and our customer service, but there are many benefits you will receive while working for us as a Client / Customer Service Coordinator:

- Working in a fast paced, collaborative and enjoyable environment delivering a world-class service
- Culture Club organise social events for the company (such as Thirsty Thursdays, kids Christmas party, quarterly socials)
- Quarterly and annual employee recognition awards (Director awards, Pride awards)
- A dedicated Learning and Development team and access to a range of training resources
- Autonomy and freedom to manage your own time and workload
- Purchase up to five extra days of annual leave
- Every employee gets their birthday day off work
- Comprehensive benefits (25 days holiday, free fruit, free Barista coffee, season ticket loans, local gym discount, Vitality health cover)

**About Exponential-e**

From launching the world’s first Virtual private LAN in 2006 on our privately-owned 100GigE secure and super-fast Network to our recent work integrating SD-WAN and SD-DC, Exponential-e’s commitment to innovation has resulted in us being recognised as a world-classIT Service provider, one of the fastest-growing private companies in the UK, and have 8 ISO accreditations to our name.

We have built an extensive solutions portfolio, which enables the creation of services tailored specifically to our customers’ operational needs - whether that be for Private and Public Cloud, Data Centre, Unified Communications, Cyber Security or ManagedIT Services.

What we deliver is Peace of Mind-as-a-Service. The customer is at the heart of everything we do. That’s why we are trusted by more than 3,000 customers, boast a 96% customer reference-ability, and have an industry-leading Net Promoter Score.

This is an exciting opportunity for you to join our rapidly growing organisation. We take PRIDE in our culture and team spirit, driven by our employees that want to learn, achieve and build a successful career path.

**What you need to do now**

We are a company that hire for attitude, ambition and train for skills. So even if you don’t tick _all_ of the boxes but want to be part of Exponential-e then please still apply.

We will be in touch as soon as possible to discuss this opportunity, or other relevant positions we may have.

**Hours**: Mon - Fri typically 08:00 - 16:30, 08:30 - 17:00 or 09:00 - 17:30 + on call

**Location**: Cody Technology Park, Victor Way, Farnborough, Hampshire, GU14 0LH

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