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Customer Support Helpdesk Team Lead

1 month ago

Gaydon, Warwickshire, United Kingdom MSX International Full time

Customer Support Helpdesk Team Lead

£29,500

8.5-month fixed Contract

Hybrid - Warwick

MSX International is seeking a Customer Support Helpdesk Team Lead to join our team at Jaguar Land Rover in Gaydon. The successful candidate will engage and support the Connected Car workforce, assisting the Global network with escalated incidents.

The Role

In this role, the Customer Support Helpdesk Team Lead will be the first point of contact for customers seeking technical assistance over the phone and chat or email. They will work closely with the project manager and be responsible for:

  • Main point of contact for the client
  • Managing schedules and annual leave
  • Creation and distribution of reports to stakeholders
  • Coaching and mentoring to improve team skills and identify areas for improvement
  • Overseeing Global markets such as the UK and the USA
  • Providing answers to clients by identifying problems, researching answers, and guiding clients through corrective steps
  • Recording events and problems and their resolutions in a ticketing system
  • Ensuring all correct processes and procedures are followed
  • Driving customer loyalty and retention through accurate incident management
  • Identifying issues through analyzing team data

About You

This is an excellent opportunity for a technically confident individual with great interpersonal and communication skills. The ideal candidate will have experience in troubleshooting technical issues, good problem-solving skills, and basic knowledge of PC and MS Office.

What's in it for you?

At MSX, our employees are the force behind our success. We offer flexible working methods, a Disability Confident Committed organization, and a diverse workforce. In joining MSX, you can enjoy:

  • £29,500 per year
  • 25 days annual leave per year
  • Cash back healthcare scheme
  • Exclusive discounts on everyday purchases and car purchases

Working pattern and location

  • Flexible 40 hours to support 24/7 team
  • 8.5-month fixed contract
  • Hybrid working method, office in Warwick

About MSX:

With over 5,000 employees based in more than 80 countries, our teams provide industry-leading expertise in Consumer Engagement, Parts, Accessories & Service Performance, Actionable Insights, Diagnostics & Repair Enhancement, Warranty and Repair Efficiency, Technical Information, Learning Solutions, and Sales Performance.

Building trust since 1931, our proven track record means we now partner with almost every car manufacturer on the market.

The MSXI Purpose

To empower Movers and Makers to thrive in our ever-changing world.

The MSXI Mission

To harness our expertise in mobility, the creativity of our global teams, and the power of technology to craft tailored and innovative solutions.

The MSXI Vision

To enhance every journey in the world of mobility.

MSX is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy or maternity.