Team Leader

1 week ago

St Ives, Cornwall, United Kingdom Marlowe Software, Risk and Compliance Full time
About Us

At Marlowe Software, Risk and Compliance, we're dedicated to simplifying and streamlining the way businesses manage their logs and records. Our mission is to empower organisations with innovative tools that enhance compliance and productivity.

About the Role

We're seeking a highly skilled Team Supervisor to join our Service Desk team. As a key member of our team, you'll be responsible for delivering high-level customer service to end-users through efficient and effective management of jobs, quotes, and queries.

Key Responsibilities:

  • Supporting the team with queries and ensuring timely resolution
  • Logging jobs and quotes onto our system and chasing updates and actions
  • Actioning system alarms in accordance with correct process
  • Dealing with and responding to both tele and email queries
  • Ensuring the system is updated with clear concise notes
  • Monitoring KPIs and SLAs and allocating staff as required
  • Working with colleagues to ensure cover and collaborative working across the Service Desk
  • Escalating complaints and issues to the Team Manager
  • Providing holiday and absence cover for the Team Manager
  • Achieving workload targets

What You'll Need:

  • Excellent communication skills and a minimum of 2 years' experience in a customer service environment
  • Supervisory experience and a positive, approachable demeanor
  • Ability to work collaboratively as part of a team and provide holiday and absence cover for the Team Manager

Why Join Us?

We're committed to supporting our employees' growth and development, offering a range of benefits to support you in both your personal and professional life. Our clients expect the best from us, and we expect the same from our colleagues.

Benefits:

  • 25 days annual leave plus bank holidays
  • Contributory pension scheme
  • Voluntary private medical
  • Simply health care plan
  • My Wellbeing Portal
  • Gym and retail discounts
  • Cycle to work scheme
  • Quarterly charity days
  • Religious holiday swap
  • Employee assistance programme
  • Life learning – online learning materials
  • Support with professional membership costs

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