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Helpdesk Team Leader

4 months ago

Glasgow, United Kingdom Cabinet Office Full time

**Details**:
**Reference number**:

- 259262**Salary**:

- £24,327 - £27,101**Job grade**:

- Executive Officer**Contract type**:

- Permanent**Business area**:

- CO - Government Security Group - UK Security Vetting Delivery**Type of role**:

- Administration / Corporate Support
- Contact Centre
- Operational Delivery
- Quality
- Other**Working pattern**:

- Flexible working, Full-time, Job share, Part-time**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- This role will be based in Glasgow. UKSV operates a hybrid working policy. There is flexibility to split your working week but with a minimum requirement of 40-60% in a Cabinet Office Hub.About the job

**Job summary**:
This is an exciting time to join UK Security Vetting (UKSV) and our newly established Complaints and Enquiries Team. Our vision is to build and establish a modern, multi-channel digital service through which our customers, sponsors and applicants can communicate and engage with us. This is part of UKSV's Modernisation programme and will support the delivery of “Assured, Timely and Cost Effective Vetting” for all.

The role of a UKSV Helpdesk Team Leader will require collaborative working within UKSV and across the vetting enterprise. You will be the initial point of contact and the voice for UKSV - you will be responsible for assisting our customers and applicants with a range of vetting queries (c.20 enquiry lines) over a variety of different channels and be our first point of contact for any customer complex queries and 1st tier complaints.

You will also act as Team Leader to a small team of advisers, monitoring performance and productivity, handling any initial customer escalations and providing line management support.

**Job description**:
As a Helpdesk Team Leader, the key requirements of your role will include:

- Be the face of UKSV and first point of contact resolution for UKSV customers through all access channels for all enquiries - providing professional advice and assistance relating to the delivery of UKSV services
- Manage a team of 8-12 AO Helpdesk Agents, overseeing performance / productivity and providing line management support
- Problem-solve and achieve positive outcomes for customers in a timely manner
- Manage and report on all intraday performance stats
- Consistently deliver to customer service Key Performance Indicator targets and service standard targets, taking a proactive and positive approach to Customer Care and ensuring satisfaction
- Carry out all administration and coaching functions relative to customer services effectively and within agreed service standards. Promote and maintain excellent customer relationships, adopting a customer focused approach at all times

**Person specification**:
As a Helpdesk Team Leader within UKSV, we are looking for people who have the following expertise and attributes:
Essential
- Excellent verbal and written communication skills
- Ability to organise and prioritise shifting workload depending on demand
- A positive attitude to customer service and personal development
- Ability to work in a fast-paced, target-focussed environment
- Good IT skills, including knowledge and experience of Microsoft Office and Google Suite
- Ability to multitask, set priorities, and respond to a changing workload in a fast-paced environment

Desirable
- Telephony / contact centre-based customer service experience Knowledge / experience of CRM (Customer Relationship Management tool)

**Behaviours**:
We'll assess you against these behaviours during the selection process:

- Managing a Quality Service
- Delivering at Pace
- Communicating and Influencing
- Working Together
- Managing a Quality Service
- Delivering at Pace

**Benefits**:

- Learning and development tailored to your role.
- An environment with flexible working options.
- A culture encouraging inclusion and diversity.
- A Civil Service Pension which provides an attractive pension, benefits for dependants and average employer contributions of 27%.
- This role will be based in Glasgow. UKSV operates a hybrid working policy. There is flexibility to split your working week but with a minimum requirement of 40-60% in a Cabinet Office Hub.
- A minimum of 25 days of paid annual leave, increasing by one day per year up to a maximum of 30.

Things you need to know

**Selection process details**:

- This vacancy is using Success Profiles, and will assess your Behaviours and Experience.At sift stage you will you will be asked to provide a 250-word statement on the Behaviours : Managing a Quality Service and Delivering at Pace.

To assess experience you will be asked to provide 250 word statement of suitability.

At interview you will be assessed on the Behaviours and Experience elements of the Success Profiles.

The Behaviours being assessed are Managing a Quality Service, Delivering at Pace,Communicating and Influencing and Working Together.

Expected sift date - [w/c