Service Support Lead

Wavenet are a telecoms and technology company headquartered in Solihull. We’re a communications company with a difference and recognised as a leader in our field.

Our work stands out from the crowd. Offering exceptional 24/7 support based in the UK, dedicated Account Managers and unrivalled SLA guarantees on a wide range of our solutions, Wavenet is a trusted supplier of voice, data, cloud, security and mobile solutions to thousands of businesses across the UK. We have around 900 passionate colleagues working within our business, supporting our ever-growing customer’s needs.

We have doubled the size of the business in the last 18 months and have plans to increase our growth further. We’ve undertaken three acquisitions recently, and to maintain our market position, we need to ensure that we continue to be a great place to work, a company that people want to build their careers in, providing a platform for further company growth.

Job Title: Service Support Lead
Reports to: Service Desk Manager
Role Type: Full Time
Location: Orpington - Office based
Salary Range: £28,000 Dependent on experience
Hours of work: 40 Hours per week

**Summary and purpose of the Job**:
To work within a Service Desk team working to SLA’s stated within the customer’s contracts. The Service Support Lead is responsible for overseeing customer support tickets, including achievement of response times, allocation of tickets and the conclusion of the ticket. The Service Support Lead will work towards improving productivity and response times to customers, dealing with any queries raised by the customer. The Service Support Lead will pro-actively review and analyse statistics.

**If you want to further your career from a vibrant and fast-paced organisation, this might be the role for you.**

**Responsibilities (but not limited to)**:
The extent of your duties will include but are not limited to:

- To take responsibility and ownership for all tickets for the customers aligned to your Service Desk team, ensuring that contractual SLA’s are met.
- To review tickets ensuring sufficient information is recorded to allow progression of the ticket.
- To ensure tickets are prioritised, managed and monitored.
- To investigate recalls and escalated tickets to ensure that issues are addressed and the appropriate course of action is instigated.
- To ensure courtesy calls are made and the ticket logging system is updated within the specified timescales.
- To ensure that all incoming customer communication is dealt with in a timely manner.
- To maintain a professional relationship with customers
- To ensure that all complaints are investigated and logged following the company’s complaint process, liaising with the customers and Account Managers.
- To ensure all opportunities / sales leads are dealt with following the company’s procedures.
- To monitor and ensure that all ticket queues are flowing correctly and any stalled tickets are addressed to ensure continued ticket flow.
- To highlight / escalate tickets to the Service Desk Manager in the event of a complaint, SLA failure or any other issues relating to ticket escalation.
- To pro-actively review and analyse statistics reporting areas of concern to the Service Desk Manager.
- To organise regular 1-2-1 meetings with the service desk engineers within the team.
- To ensure all customer, departmental and interdepartmental contact is professional, non-confrontational and a positive customer service is portrayed at all times.
- Monitor trends and look for better working practices.
- Any other duties as may be deemed necessary within the parameters of the role.
- Previous experience of working within a customer call centre environment
- A commitment to create a first-class customer service environment
- An excellent telephone manner and good communication skills
- Strong administration experience and skills in a similar role would be desirable
- Understanding of IT definitions is desirable, but not essential

**Job Types**: Full-time, Permanent

Pay: £28,000.00 per year

**Benefits**:

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

Schedule:

- Monday to Friday

Application question(s):

- This is an office based role, are you able to get to Orpington Monday to Friday?

**Experience**:

- Customer service: 1 year (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person