Customer Services Team Leader

7 months ago


Corsham, United Kingdom Defence Digital Full time

Would you like to use your IT knowledge, skills or technical qualifications to make a difference and help our customers deliver Defence operations, military capability and support?

Would you like to gain a recognised qualification through fully supported training and development?

We are Defence Digital (DD), part of Strategic Command, fulfilling an important role in the age of information warfare within the Ministry of Defence (MOD). We provide digital and technology services to our Armed Forces, ensuring they can operate securely via various communication means including radio, satellite, and the internet. Operating at scale, with an annual budget in excess of £2Bn and a diverse team of 2,500 colleagues, we're aiming to make our Armed Forces some of the most technologically advanced in the world.

If you can see yourself contributing to the world of Defence digital and technology, the next chapter of your career may be with us

**Job description**

The Operate team sits under a wider framework of the DD Fusion Customer Services area and is the centre of the ‘here and now’ live service digital activity, taking place across the MOD.

This post has line management responsibilities that are based in Corsham and is part of DD Customer Services (CS). This position can be based at either: MOD Corsham, RAF Digby, Catterick Garrison, Imphral Barracks York, MOD Caledonia, Kentigern House Glasgow, HMNB Clyde, travel to Defence Digital HQ in Corsham will, at times, be required.

The purpose of Defence Digital Customer Services is:

- To provide our customers with a consistent and proactive focal point for engaging with Defence Digital.
- To understand our customers' businesses and their challenges, playing a critical role in representing their view across all levels of DD.

The CS Fusion Team Operate Team Leader will be the CS focal point for all DD ‘live services’ (or the operating environment) issues and managing engagement with our key stakeholders regarding:

- Activity in response to DD live service major incidents (MIs); including keeping our stakeholders informed via appropriate communication channels.
- Working with other DD teams on planned changes, or outages to DD live services, including stakeholder communication.
- Engaging with key stakeholders and other Customer Services areas on incident management, incident escalation and our problem management processes.
- Working with internal and external staff to develop a culture of continuous improvement on our standard operating procedures and service offerings.
- Be responsible for engaging with other programmes within Defence Digital that will impact on the Operate space.

The Customer Services Fusion Operate team leader will lead the ‘Operate’ area within the Fusion team. This is an exciting role in a that has an opportunity to bring changes to the way that DD Customer Services Fusion operates and would suit someone who readily brings initiative and enthusiasm to improving customer services for our customers.

This role will drive the interaction with key stakeholders on behalf of the Customer and manage DD live service issues, escalating them where necessary, and leading on resolving them.

We are a friendly, highly specialised team that thrives on curiosity, innovation and great ideas. We love creative thinking, get excited about change (and supporting it) and encourage curious minds. So, if that sounds like you, then come and join us

Working in the Customer Services Fusion Team, the SEO Operate responsibilities will include:

- Supporting the delivery of DD core outputs by working closely with CS Customer Managers (CMs) to ensure that their customers can deliver military capability, defence operations and business operations both across the UK and the Rest of the World.
- Working with other DD teams on planned changes, outages or major incidents (MI) outages to DD live services, including leading on our stakeholder communication.
- Leading on the CS input into the DD live services Incident Management, Incident Escalation and Problem Management processes; driving through necessary improvements.
- Proactively managing the Operate Team members working within the Global Operations Security Control Centre (GOSCC) in:

- The building and maintaining of relationships with the GOSCC Duty Staff, Delivery Partners, Delivery Teams and other Stakeholders and understanding their responsibilities and processes.
- Engaging with CS Customer Managers (CMs) in order to understand their Customers’ activities, priorities and objectives, both generally and with specific regard to ICT requirements, in order to understand the impact on Customers of any DD Service issues/denials.
- Facilitating, within the live service area, the resolution of Customer / User / Site issues, in accordance with agreed performance targets and established processes and procedures, escalating to Higher Authority as required.
- Assisting in assuring agreed services, supporting the r



  • Corsham, United Kingdom Octavian Wine Services Full time

    If you have a passion and determination for delivering an outstanding Customer Service and are looking for a new challenge, we are looking for you. Octavian is the world’s leading fine wine storage specialist with over 30 years of experience. We provide storage and delivery services for the fine wine and specialist wine trade. This is an exciting...


  • Corsham, United Kingdom Dorothy House Hospice Full time

    Van Driver Team Leader Dorothy House Furniture Collections & Deliveries 4 days (over a 7 day cycle) £22,625 pro rata + potential bonus upto 5% per annum Dorothy House stores are at the heart of the charity and our community, raising vital funds and increasing public awareness of the incredible work we do. They are driven by our values of empowerment,...


  • Corsham, Wiltshire, United Kingdom DIRECT CLEANING SERVICES SW LIMITED Full time

    Job SummaryWe are seeking a skilled Cleaning Services Team Member to join our team at Direct Cleaning Services SW Limited. This is a mobile position, requiring a driving license and the ability to work unsociable hours.The ideal candidate will have excellent people skills, be a team player, and demonstrate a passion for cleaning and customer...

  • Customer Service

    2 weeks ago


    Corsham, United Kingdom Hays Specialist Recruitment Limited Full time

    Temp Customer Service Role **Your new company** You will be joining a National and dynamic forward-thinking company, with great onsite facilities and full training provided. **Your new role**: - Acting as the first point of contact for clients - .Communicating effectively and efficiently - Educate potential clients **What you'll need to succeed**: -...


  • Corsham, United Kingdom The Great Gate Company Full time

    We are a well-established specialist metal work fabricator and supplier of high-quality Architectural metal work including, Gates, Railing, Balustrades, Staircases, Handrails, and other Bespoke Metal Work, from design through to fabrication, site delivery and installation. We work in the South West and along the M4 corridor into London. Our customers are...

  • Customer Team Member

    7 months ago


    Corsham, United Kingdom Coop Full time

    **Customer Team Member** - Location: 1 Martingate, Corsham, SN13 0HL- Pay: £12.00 per hour- Contract: 12 hours per week + regular overtime, permanent, part time- Working pattern: varied shifts including early mornings (from 7am), afternoons, late evenings (until 11pm) and weekends, to be discussed at interview- Full, paid training provided- - You must be...

  • Canteen Team Leader

    3 weeks ago


    Corsham, United Kingdom Pilgrim's Pride Ltd. Full time

    The role includes: - Cooking of hearty home cooked meals plus grab & go options - Team Management - Stock ordering including using SAP - Food Safety & COVID-safe protocols and documentation - Exceptional customer service - Ensuring cleaning schedules are adhered to - Be reliable - Be flexible - Have good customer service skills - Have excellent...


  • Corsham, United Kingdom Bath ASU Full time

    **Customer Services Assistant - 10 Month Fixed Term Contract** **About us** Bath ASU produces over 3,000 aseptically compounded injectable pharmaceutical products each day for hospitals and patients across the UK who are fighting cancer, living with chronic disease or in need of pain relief. Through our scientific and technologycapabilities, the team...


  • Corsham, United Kingdom Defence Full time

    **What you'll be doing**: We're looking for a Customer Service Assistant who will be the face of our business, delivering exceptional customer service for ESS at one of our many sites where we provide catering and cleaning services to the military and Ministry of Defence. You'll join a team that takes a real pride in what they do, takes pride in their food...


  • Corsham, United Kingdom New Resource Group Full time

    Are you looking for a challenging and rewarding role in customer service? We have an exciting opportunity for a Part Time Customer Service and Aftersales Co-Ordinator to join our busy team. As a key member of our team, you will be responsible for providing excellent customer service, managing multiple projects, and working closely with our sales and...


  • Corsham, United Kingdom Travail Employment Group Ltd Full time

    Sales and Customer Services Administrator. £25k p.a. Corsham. Monday to Friday. 34 days leave. Development opportunities. Full health care including dental and optical. Social events. Due to expansion an opportunity for a sales and customer services administrator has opened up within a global organisation at their Corsham manufacturing...


  • Corsham, Wiltshire, United Kingdom New Resource Group Full time

    About the CompanyNew Resource Group is a leading employment agency assisting businesses in securing top talent. Our client, a well-established local business, requires a Part Time Customer Service and Aftersales Co-Ordinator to join their fast-paced customer-focused team.


  • Corsham, United Kingdom Hays Specialist Recruitment Limited Full time

    Customer Service based role - Immediate Start available **Your new company** You will be working for a clinical homecare provider in an expanding market and offering greater service and convenience to patients. This company works alongside the NHS and supports it greatly to ensure patient satisfaction and care. They pride themselveson delivering excellent...


  • Corsham, Wiltshire, United Kingdom New Resource Group Full time

    Job OverviewNew Resource Group is seeking a skilled individual to assist with customer inquiries, after-sales support, and related administrative tasks.The successful candidate will provide exceptional customer service via phone, email, or in-person interactions, responding to customer inquiries, resolving issues, and escalating concerns as necessary.Key...


  • Corsham, United Kingdom Compass Group Full time

    **Customer Service Assistant** As one of our Customer Service Assistants, you’ll be the face of our business, delivering a consistently great experience to our customers. You’ll be working in a team full of fantastic people as a Customer Service Assistant. After all, who doesn’t dream about coming into work, doing what they love and spending time...


  • Corsham, Wiltshire, United Kingdom New Resource Group Full time

    New Resource Recruitment is assisting a local business in securing a part-time customer service professional.The ideal candidate will be based in the Corsham area, supporting customers throughout Wiltshire and surrounding regions. They must have industry knowledge and excellent communication skills to provide top-notch customer support.The salary range for...

  • Jointing Team Lead

    4 weeks ago


    Corsham, Wiltshire, United Kingdom Network Plus Services Full time

    About UsNetwork Plus Services is a leading provider of jointing services in the Electricity supply industry.We are seeking an experienced Jointing Supervisor to join our team as a Contract Jointing Manager.This role will involve supervising and managing jointing teams working on contracts for major electricity suppliers.You will provide technical expertise...


  • Corsham, Wiltshire, United Kingdom Babcock Full time

    Babcock International is seeking a highly skilled Satellite Communications Leader to join our team. The successful candidate will be responsible for leading our satellite communications team and providing technical leadership to develop new and support in-service satellite communications systems and services for UK Defence customers.About the Role:This is a...


  • Corsham, Wiltshire, United Kingdom Network Plus Services Full time

    About the JobWe are seeking an experienced Cable Jointing Operations Manager to join our team at Network Plus Services. This is a key role that will involve supervising and managing jointing teams working on our contracts.As a successful candidate, you will provide technical expertise and experience, working closely with our teams to deliver a first-class...

  • Electrical Team Lead

    4 weeks ago


    Corsham, Wiltshire, United Kingdom Network Plus Services Full time

    About the RoleAs a Senior Jointing Coordinator at Network Plus Services, you will be responsible for overseeing and directing jointing teams working on our contracts. With technical expertise and experience, you will collaborate with your team to deliver top-notch services to our customers.The ideal candidate will have extensive experience in the Electricity...