Customer Service Support Lead

3 weeks ago


Manchester, United Kingdom Spinwell Full time

Role: Customer Service Support Lead REF 66256
Contract Length: 6 months
Location: Hybrid/London or Manchester on ad
- hoc basis when required, mainly remote role
IR35: Inside
Pay Rate to Intermediary: £200-£250 per day
Security Clearance: BPSS

Spinwell is recruiting for a Customer Service Support Lead for an excellent opportunity within the public sector.

**RESPONSIBILITIES OF THE CUSTOMER SERVICE SUPPORT LEAD**
- Manage a team of agents to effectively manage the Teacher CPD support desk. Including, deploying agents onto specific queues, prioritizing manual service tasks and providing training where appropriate
- Carry out first line support ensuring that user queries are promptly and effectively responded to, keeping user needs at the heart of the team’s work.
- Respond to user enquiries in a timely and effective manner or escalate to other DfE teams or external stakeholders for resolution.
- Support the continuous improvement of standard responses for frequently occurring user enquiries.
- Maintain, develop and improve processes for support, including documentation and guidance and ways of working.
- Upskill and train other agents on support including a high quality of output and ensuring effective output from agents
- Identify, communicate and escalate risks on support and resourcing needs to senior colleagues/
- Maintain oversight of support analytics using them to identify areas of risk, focus and also manage performance of other agents.
- Work closely with the product team to identify, prioritise and report on common and emerging issues raised by our users, so that their needs are fed into the continuous improvements of DfE services.
- Accurately resolve queries, escalating issues to senior colleagues as appropriate Suggest improvements to the ticketing system, working practices and reporting, to continually improve service to our users.
- Be an active member of the team during Stand-ups, Team Meetings, Workshops, training events, etc.

**SKILLS/EXPERIENCE OF THE CUSTOMER SERVICE SUPPORT LEAD**
- Excellent communication and writing skills.
- Excellent organisational skills and attention to detail
- The ability to work at pace, often to tight deadlines
- Ability to manage workload and use initiative to prioritise tasks.
- Experience of working in a customer service and or user support role

**Job Types**: Full-time, Temporary contract



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