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Service Desk Team Lead

2 months ago

Portsmouth UK, Hampshire, United Kingdom Bell Integration - Driving Digital Transformation Full time

Overview

As a Team Lead, you are the focal contact for the team working on your dedicated shift for all assigned services and tasks. You will be responsible for the day-to-day activities, performance, customer satisfaction, line management and continual service improvement of the Customer Support Analysts.


Shift: Monday-Friday 9:00-17:30

Location: Bay House, Portsmouth


The Role


Responsibilities:

  • Understand the strategic vision for the delivering an optimal customer experience by utilising autonomics and up to L1 technology expertise within the team to fulfil proactive and reactive requests, and plan the long-term direction of the team.
  • Provide team leadership, staffing mentorship and governance; produce and manage individual Performance Development Plans and carry out their regular review against individual and team objectives
  • Responsible for the recruitment and line management of the team
  • Identify training requirements, provide mentorship to the team and peers in Bell where needed
  • Support the team with the development of technical skills needed through training courses and shadowing sessions
  • Oversee the shift rota(s) ensuring appropriate level of support is always available
  • Support the development of tools and processes that reduce/remove unnecessary tasks, maximise productivity and ensure SLAs/KPIs are met
  • Ensure that changes to support, or to the tools used to provide support, are communicated effectively to the team
  • Promote a culture of continuous improvement within the team. Ensure that both internal teams within Bell and customers have a positive experience with the team engagement.
  • Manage the Ticket Quality process and utilise automation to ensure adherence to SLAs/KPIs providing feedback and identifying areas for improvement during 1:1s and team meetings for continuous service improvement and training
  • Provide and utilise metrics to help maintain and improve performance, deliver efficiencies and customer satisfaction
  • Liaise with Service Delivery Managers to ensure the highest level of customer service is being delivered
  • Maintain an ongoing awareness of the customer base and the contractual service support and delivery entitlements
  • Responsible for producing reports (both defined and ad hoc) in timeframes as required by the service


Experience:

  • Good verbal and written English communication
  • Previous experience working in a NOC or 1st Line Support environment is desired, though training will be provided where necessary for the right candidate
  • Demonstrable experience of delivering exceptional Customer Service
  • Positive and enthusiastic team player
  • Accurate and logical approach to problem solving
  • Ability to understand and follow documented incident processes
  • Ability to work under pressure to agreed targets in a fast-paced environment
  • Knowledge of Service operations and processes.
  • Self-starter and problem solver who can work independently using your own initiative but also a proactive and dependable team player
  • Professional/flexible approach to work; ensuring punctuality, tidiness and diligence with the aim to provide our customers with the best possible service
  • Disciplined prioritisation, time management and scheduling abilities both for projects and individual tasks
  • Willingness to learn quickly and adaptable as the situation requires
  • Strong attention to detail and accuracy
  • Have the ability to work under pressure in fast-paced environment and ensure agreed targets are met
  • Strong emphasis on delivering an excellent customer experience
  • Ability to learn new skills while following agreed operating procedures
  • Have a logical approach to problem solving


Why work for us

  • We prioritise internal development opportunities and offer access to our Udemy training platform
  • Competitive Salary
  • Flexible remote working and a supportive environment for varying personal circumstances
  • A diverse and inclusive work culture
  • Modern vibrant workplaces
  • Company pension
  • Private healthcare/dental care
  • Cycle to work scheme
  • And much more


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