Service Desk Team Lead

1 week ago

StocktononTees, United Kingdom Cubic Corporation Full time

Business Unit:
Cubic Transportation Systems

Company Details:
At Cubic, we love to solve problems and give travellers choices in how to pay their fares quickly and safely through our revenue management and Intelligent Transport Systems (ITS) systems and tools. We enable transportation authorities and agencies to manage demand across the entire transportation network - all in real time. We continually strive for innovation and improvement in the overall user experience through faster fare payment and efficient information management. Our track record in revenue management, real-time passenger information and intelligent traffic management systems is built on our commitment to delivering innovative, open and customer-focused solutions. Delivering end-to-end systems and services based on innovation, scalability, specialist integration and the flexibility to grow with changing requirements and emerging technology for the complete mobility network is what Cubic does best.

We deliver to the major cities around the world and in the United Kingdom we are best known as the technology and service provider for London’s Oyster Card System.

As an employer, we are committed to investing in our people via learning and development schemes, social events and achieving a good work/life balance.

Job Details:
JOB SUMMARY

End-to-end management of incidents and service requests reported by the customer and achieving first line fix where possible. Escalating and liaising with other business units and 3rd parties as required.

Become involved in the recruitment, development, and training of staff and overseeing the day-to-day operational service delivery against SLAs including monitoring and reporting on KPIs.

To ensure fast, efficient and responsive Customer Services support and service are maintained achieving all targets as defined by the SLA both now and in the future, through constant review of procedures and processes, thereby directly influencing the growth and success of the business.

Work with internal departments to develop and facilitate business improvements solutions that support effective and efficient customer focus. To provide quality support with a high degree of customer satisfaction, technical expertise, and timeliness.

JOB DUTIES AND RESPONSIBILITIES:

- Ensure that staff resources are adequate in number, skill set and ability to meet forecast demand on an on-going basis.
- Pro-actively analyse and propose projects and initiatives that will improve efficiency and or reduce costs while maintaining service levels
- Pro-actively analyse and propose changes aimed at customer service improvements
- Pro-actively manage special sites and escalations to ensure speedy resolution
- Responsible for ensuring failures are accurately coded for payment and performance purposes
- Support Service Delivery teams to ensure a cost effective professional service is maintained
- Ensure staff are motivated and developed to achieve their full potential
- Ensure Health and Safety guidelines are maintained within your areas of responsibility
- Act as a consultant and resource to the Service Centre Manager.
- Demonstrate an awareness of impact on project rollouts and any support issues on a company-wide basis
- Attend training sessions offered within the group and lead training workshops
- Develop and provide expert technical training, technical coaching, and mentoring to other members of the team
- Coordinate user and support issues among corporate sites to ensure timely distribution of knowledge and positive impact on user satisfaction and productivity
- Research, resolve, and respond to highly complex questions in accordance with current standards.
- Consistently model the highest levels of support orientation and professionalism.
- Work with internal departments to develop and facilitate business improvements solutions that support effective and efficient customer focus
- Understand the needs and requirements of the Field Operation and manage all contracts effectively to meet the Service Level Agreements in-place
- Exercise both departmental and service policies as supported by the Service Centre
- Cover other Service Desk Analysts for holidays and absences
- In addition to the duties and responsibilities listed, the jobholder is required to perform other duties assigned by the supervisor/manager from time to time, as may be reasonably required of them.
- Comply with Cubic’s Quality Management System.
- Comply with security in accordance with established policies and procedures of the organisation.

**REQUIREMENTS**:
**Qualifications**:
Essential:

- minimum of 4 GCSE’s grade A-C or equivalent including Maths & English
- experience working in a high technical operational Service Centre or technical background preferably gained in the AFC or railway industry.
- Experience of understanding a supervisory role in contract administration and/or financial control in a transport commercial environment

Desirable:

- ITIL v3 Fou

  • Team Lead

    3 weeks ago

    Stockton-on-Tees, Stockton-on-Tees, United Kingdom TEAM Full time

    Job OverviewWe are seeking a highly skilled Team Lead to join our team in Stockton on Tees. This role will provide the opportunity to work with a supportive and friendly team, committed to company values and staff development.Estimated SalaryThe estimated salary for this position is between £25,000 - £35,000 per annum, dependent on experience.Job...

  • IT Service Desk Team Lead

    7 months ago

    Burton-On-Trent, United Kingdom SOCOTEC UK Limited Full time

    **IT Service Desk Team Lead, **SOCOTEC**, Burton Upon Trent** To support our ambitious growth plans, we have a great opportunity to join our Central Services teams here at Socotec. With over 1800 UK employees our Central Services functions are key to ensuring smooth and efficient operations. Based in Bretby, working across the specialisms in HR, Marketing,...

  • Service Desk Specialist

    7 months ago

    Stockton-on-Tees, United Kingdom Mammoet Full time

    SUMMARY OF THE ROLE: - **Service Desk Specialist**: - ** Competitive salary, depending on experience along with fantastic company benefits**: - ** Working at the Mammoet office in Thornaby, Teesside with regular UK travel required** Our ICT teams play a critical role in the smooth running of our business. With complex, challenging projects being tackled...

  • Stockton on Tees Team Lead

    3 weeks ago

    Stockton-on-Tees, Stockton-on-Tees, United Kingdom TEAM Full time

    Company ProfileOur company is a specialist case management and rehabilitation service based in Stockton on Tees. With a commitment to continuous learning and development, we empower our staff to reach their full potential.As a Team Leader with our company, you will lead and manage a team of retail staff, overseeing daily operations and ensuring efficient...

  • Service Desk Team Lead

    1 week ago

    Stoke-on-Trent, United Kingdom Cabana Recruitment Full time

    **Responsibilities**: - Lead and manage a team of service desk technicians, ensuring timely and professional handling of all support tickets. - Develop and implement processes and procedures to improve the efficiency and quality of support provided by the service desk team. - Maintain technical expertise and knowledge of current technologies, providing...

  • Front Desk Coordinator

    4 weeks ago

    Stockton-on-Tees, Stockton-on-Tees, United Kingdom Bighornlaw Full time

    Valley Fitness Front Desk Role OverviewIn this customer-centric position, you will be responsible for managing the front desk operations at Valley Fitness in Manteca. Key responsibilities include greeting members, facilitating check-in processes, handling phone calls, maintaining a clean environment, and processing cash transactions.This role requires strong...

  • Service Desk Professional

    8 hours ago

    Stockton-on-Tees, Stockton-on-Tees, United Kingdom Just IT Recruitment Full time

    About the RoleWe are looking for a highly skilled Service Desk Professional to join our dynamic team at Just IT Recruitment.In this exciting opportunity, you will have the chance to enhance your technical skills, enjoy a competitive salary and comprehensive benefits package, and continuously learn and develop your expertise.As a key member of our team, you...

  • Team Manager

    3 weeks ago

    Stockton-on-Tees, Stockton-on-Tees, United Kingdom TEAM Full time

    Job DescriptionWe are looking for a Team Manager to join our team in Stockton on Tees. As a specialist case management and rehabilitation company, we commit to the continuous learning and development of all our staff to enable them to realise their potential.About the RoleThis is an excellent opportunity to work with a supportive, friendly team with a shared...

  • Service Desk Technical Lead

    1 week ago

    Stoke-on-Trent, United Kingdom Sanderson Full time

    **Service Desk Technical Lead** **Stoke / Manchester** **Up to £38K** We are looking for someone to be responsible for the team leadership of Service Desk Analysts, ensuring key performance indicators are met while maintaining an excellent customer experience. Co-ordinating the Service Desk call and self-service portal queues within defined targets and...

  • Care Team Coordinator

    3 weeks ago

    Stockton-on-Tees, Stockton-on-Tees, United Kingdom TEAM Full time

    A leading specialist case management and rehabilitation company is seeking a skilled Team Leader to join its team in Stockton on Tees. This is an excellent opportunity for an experienced professional to make a real difference in the lives of our clients with cerebral palsy.As a Team Leader, you will be responsible for coordinating the delivery of...

  • Front Desk Coordinator

    3 weeks ago

    Stockton-on-Tees, Stockton-on-Tees, United Kingdom Elm Tree Surgery Full time

    Job SummaryWe are looking for a skilled Front Desk Coordinator to join our team at Elm Tree Surgery in Thornaby. This is an exciting opportunity for someone who is efficient, organized, and has excellent customer service skills. As a Front Desk Coordinator, you will be responsible for providing a welcoming and efficient service to patients, answering their...

  • Specialist Care Team Leader

    3 weeks ago

    Stockton-on-Tees, United Kingdom TEAM Full time

    About UsWe are a leading provider of specialist care management and rehabilitation services in Stockton on Tees, dedicated to delivering exceptional support to our clients. Our team operates with a shared commitment to our core values, which include recognising and celebrating achievement, providing wellbeing resources, and offering opportunities for growth...

  • Case Rehabilitation and Support Lead

    3 weeks ago

    Stockton-on-Tees, Stockton-on-Tees, United Kingdom TEAM Full time

    Case Rehabilitation and Support Lead RoleThis critical role involves leading the development and implementation of rehabilitation programs in Stockton on Tees. As a Case Rehabilitation and Support Lead, you will work closely with colleagues to deliver high-quality services and promote staff growth and development.Estimated Annual SalaryWe estimate the annual...

  • Service Desk Analyst

    1 week ago

    Stockton, United Kingdom Venn Group Full time

    An organisation in The North of the UK has approached Venn Group’s IT Team to secure Service Desk Analysts for piece of project work **Location**: - Stockton Rate: - £11.75 per hour + Holiday per hour Duration: - 3 months initially Start: Immediate Day to day duties: - A passion to learn and develop IT knowledge and skillset - Provide assistance...

  • Team Leader

    7 days ago

    Stockton-on-Tees, United Kingdom TEAM Full time

    A specialist case management and rehabilitation company are looking for a Team Leader to join its team in Stockton on Tees. The company are committed to the continuous learning and development of all its staff to enable them to realise their potential. Working with a supportive, friendly team with a shared commitment to company values you will receive...

  • Team Leader

    4 weeks ago

    Stockton-on-Tees, United Kingdom TEAM Full time

    A specialist case management and rehabilitation company are looking for a Team Leader to join its team in Stockton on Tees. The company are committed to the continuous learning and development of all its staff to enable them to realise their potential. Working with a supportive, friendly team with a shared commitment to company values you will receive...

  • Team Leader Position

    2 weeks ago

    Stockton-on-Tees, Stockton-on-Tees, United Kingdom TEAM Full time

    Team LeaderSalary and Benefits£17.00 per hour with additional holidays accruing with service, company pension, health cover and employee rewards.About the RoleWe are seeking a skilled Team Leader to join our team in Stockton on Tees. As a specialist case management and rehabilitation company, we provide care and support services for individuals with...

  • Front Desk Medical Assistant

    3 hours ago

    Stockton-on-Tees, Stockton-on-Tees, United Kingdom Elm Tree Surgery Full time

    As a Front Desk Medical Assistant at Elm Tree Surgery, you will play a vital role in providing exceptional patient care and administrative support.Key Responsibilities:Deliver a high-quality front-desk service to patients and visitorsManage patient inquiries, relay medical information, and process medication requestsOperate a busy switchboard, handling...

  • Healthcare Team Supervisor

    2 weeks ago

    Stockton-on-Tees, Stockton-on-Tees, United Kingdom TEAM Full time

    Job Description:Company OverviewWe are a specialist case management and rehabilitation company committed to the continuous learning and development of our staff. Our team is dedicated to providing high-quality care and support services for individuals with cerebral palsy.Key ResponsibilitiesCoordinate the rota to ensure adequate staffing levels at all...

  • Executive Lead in Stockton on Tees

    1 week ago

    Stockton-on-Tees, Stockton-on-Tees, United Kingdom TEAM Full time

    About the Role: Executive Lead in Stockton on TeesWe are seeking an Executive Lead to join our team in Stockton on Tees. As a specialist case management and rehabilitation company, we value continuous learning and development of our staff. The ideal candidate will have exceptional leadership skills and experience in managing teams.The successful candidate...