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Service Centre Shift Leader
Customer Service Centre Shift Lead
Location: Office based, Camberley (GU15 3YL)
Job type: Full time, Permanent (4 days on / 4 days off rotating Shift Pattern)
Ref: 1589
The Service Desk team at our Camberley office are now looking for a Customer Service Centre Shift Leader to drive our managed service offerings to a portfolio of Public Sector and Enterprise level customers. This is a pivotal role that shapes our Service Desk division. It is an office-based role, operating on a 4 days on / 4 days off shift pattern (rotating shifts, 7am-7pm / 7pm-7am).
The Service Desk is the beating heart of the Network Services organisation. They provide a 24x7 single point of contact for circa 100+ customers across the telecoms, emergency services and defence industries. The role of the service desk is crucial for ensuring customer requirements are met in relation to the creation and coordination of all incident and requests and managing customer queries.
As a Service Centre Shift Lead, you will be responsible for leading the team whilst on shift, ensuring the effective delivery of contracted services in line with the agreed service levels and business processes. You will act as a point of escalation and take ownership of major incidents outside of normal business hours.
This role has line management responsibilities of 3 team members.
The successful Service Centre Shift Lead must be a natural problem solver, tenacious and comfortable with stretching their own capabilities by working outside their comfort zone. They will constantly look at ways to improve and streamline processes and technology to ensure we remain efficient and effective in our approach to service delivery.
What you’ll do:
People and Performance Management
Incident Process Management
Major Incident Management
Resource Coordination
Spares Management
Rosta Management
Escalation Management
Service Level Management
Implement Continuous Improvement initiatives
Ensuring tickets are logged accurately and call queues are managed effectively
Point of escalation for customers and expediting issues to the relevant teams
Take ownership of major incidents out of hours and engage stakeholders through to resolution
Meet SLAs and KPIs in line with contractual requirements and ensure the effective communication to stakeholders where targets are at risk of not being met.
Support root cause of failures and conduct reviews where applicable.
Evoking the business continuity plan in the event of unplanned outages Out of Hours
Attend review calls, identifying and implementing improvements where required
Line management of direct reports including objective setting, performance, quality and 1:1 reviews
Rosta management alongside other team leaders, including holiday approvals to ensure appropriate staffing levels
Coaching and mentoring team members and providing guidance to enable them to achieve their personal development plans
Supporting the wider team during busy periods such as taking calls and logging tickets
Provide cover for the incident manager during periods of absence
Key requirements:
Proven experience within a Service Desk / Help Desk environment
Confident communicator, able to navigate difficult conversations
Customer focused
Able to effectively multitask
Creative problem solver with the ability to work autonomously or as part of a team
Effectively prioritise workload to meet targets
SC Clearance, NPPV3 & Parliament Security Clearances, or the ability to obtain them (5 years MINIMUM UK residency required)
Proficient in MS office tools
Experience of using Remedy application
Desirable Skills:
ITILv4 Foundation
Previous line management experience
What we offer:
A career at Telent can span sectors, roles, technologies, and customers giving you the opportunity to develop, learn new skills and make an impact. We are growing and we rely on our committed Team to deliver.
We nurture the talent that makes this happen, by our on‑going commitment to creating an inclusive culture that respects and values difference, that celebrates diverse ideas. We want everyone to feel they can be themselves and to thrive at work.
The additional benefits with this role:
25 days annual leave, and the option to buy or sell days annually
Overtime options available
Access to the Flexible Benefits portal
Company matched pension scheme
A range of family friendly policies
Occupational health support and wellbeing Portal
Discounts on Cinema, Restaurants and Shopping with Telent Reward scheme
About Us
Telent is a leading technology company and specialist in the design, build, support and maintenance, drawing on decades of experience in mission critical communications and technology. of the UK’s critical digital infrastructure. The work we do helps connect thousands of people and communities, using the best technology and innovation available. When you join us, you’ll have the opportunity to make a real impact on all our futures by fulfilling your potential and delivering high performance. We work together to make everyday life work better for everyone. You’ll be part of a team of more than 3,000 brilliant, dedicated people committed to getting the job done well.
We are guided by our values and behaviours:
Be Inclusive
Take Responsibility
Collaborate
Be Customer-focused