Service Support Lead

9 hours ago


Orpington, Greater London, United Kingdom Wavenet Full time
Job Title: Service Support Lead

Wavenet is a leading telecommunications and technology company headquartered in Solihull, UK. We're a communications company with a difference, recognized as a leader in our field.

We're seeking a highly skilled Service Support Lead to join our team. As a Service Support Lead, you will be responsible for overseeing customer support tickets, ensuring timely responses, and resolving issues efficiently.

Key Responsibilities:

  • Manage customer support tickets, ensuring timely responses and resolution
  • Work closely with the Service Desk Manager to improve productivity and response times
  • Proactively review and analyze statistics to identify areas for improvement
  • Take ownership of customer complaints, investigating and logging issues
  • Escalate critical issues to the Service Desk Manager
  • Organize regular 1-2-1 meetings with service desk engineers

Requirements:

  • Previous experience in a customer call centre environment
  • Confidence with Microsoft Office applications
  • Excellent telephone manner and communication skills
  • Commitment to delivering first-class customer service

What We Offer:

  • Company pension
  • Cycle to work scheme
  • Employee discount
  • Health & wellbeing programme
  • Life insurance
  • On-site parking
  • Private medical insurance
  • Referral programme

This is an office-based role, requiring regular attendance in Orpington, Monday to Friday.



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