Team Leader

1 week ago

Basingstoke, United Kingdom Kier Group Full time

We're looking for a **Customer Service Team Leader** to join our **Helpdesk Contract Administration** team based in **Basingstoke**.

**Location**: Centenary House, Basingstoke
**Hours**: Monday to Friday - various shifts between 8:00am and 6:00pm

**:
**What will you be responsible for?**:
As a **Customer Service Team Leader**, you'll be working within the **Helpdesk Contract Administration** team, supporting the smooth and efficient delivery of helpdesk services across multiple contracts.

What will your day to day look like?

Your day to day will include:

- Managing a team of Customer Service Advisors, overseeing call handling, scheduling, and work completion.
- Monitoring and maintaining performance against KPIs and SLAs.
- Supporting and developing the team through coaching, quality audits, and performance reviews.
- Building strong relationships with operational teams, clients, and stakeholders to ensure excellent service delivery.
- Fostering a collaborative and inclusive team culture that promotes open communication and recognition.

**What are we looking for?**:
This role of **Customer Service Team Leader** is great for you if:

- You have proven experience leading a customer service or helpdesk team in a fast-paced environment.
- You are confident using CAFM systems such as Concept and have advanced Microsoft Excel skills.
- You can manage workloads effectively, meet service targets, and deliver excellent customer service.
- You are adaptable, organised, and performance-driven, with a proactive approach to problem-solving.
- You can build strong relationships and lead by example to motivate and develop your team.
- You can obtain **CTC Clearance** for this role.

**Rewards and benefits**

We're proud to be able to offer our brilliant people a wide variety of benefits that you can tailor to your needs. You can see more information of benefits here.

**Diversity and inclusion**

Making Kier a diverse and inclusive place to work is a huge priority for us. We're proud of the steps we've taken so far, but we know we must always do more. Our employees are key in shaping Kier's diversity and inclusion initiatives and our people have made a huge impact on how we work, by using their experiences to shape our policies. You can see our D&I action plan here.

As a Disability Confident employer, we will ensure that a fair and proportionate number of disabled applicants that meet the minimum criteria for this role will be offered an interview.

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