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Level 3 Service Operations Team Leader

1 month ago

Wimbledon, United Kingdom ETS Full time

**Job no**: 517182

**Brand**: ETS

**Work type**: Full time

**Location**: Wimbledon

**Categories**: Information & Technology

The Level 3 Service Operations Team Leader is responsible for managing daily operations of the Level 3 Service Operations Team, managing the team, representing the team to other stakeholders, and helping to ensure that the team and its services are constantly developing and improving.

The Level 3 Service Operations Team Leader will work closely with other Service Operations Team Leaders in the Service Operations Area to ensure that all ETS service teams are providing a consistent, standardized and amazing support experience.

**Responsibilities**:

- Managing and developing the Service Operations Level 3 Team to meet ETS customer service standards and standard operating procedures. Managing team to ensure D / W / M tasks are complete
- Developing and training the Service Operations Level 3 Team and develop support documentation to assist with managing incidents and requests
- Reporting and monitoring the Service Operations Team’s performance (tickets, call quality, customer sat etc) as per standard operating procedure
- Recruiting, interviewing, onboarding and performance management of Service Operations Team members
- Scheduling and resourcing the Service Operations Team to meet customer demand
- Trend analysis to detect continuous improvements, automation and shift left opportunities
- Provide metrics based on customer access channels to help us drive our preferred channels
- Engage with other Service Operations Team Leaders across countries and regions to ensure a consistent service is provided across all ETS services

**What we offer**:

- Rewards platform, cash health plan, travel discounts, in-house financial
- Employee share plan
- Consistently recognised externally as a ’Great Place to Work’
- Fun, social, egalitarian culture with focus on ownership and responsibility
- Global career opportunities in a network of brands and businesses
- Ongoing training and professional development
- Hybrid working model
- Proud Corporate Social Responsibility platform through the Flight Centre Foundation, Responsible Travel Charter, and Brighter Futures programs