Overview
Our client, a leader in their field, is looking to recruit a Tech Team Leader to work within the Helpdesk function. This role has overriding responsibility for the effective monitoring, evaluation and training of the 1st and 2nd line customer support team, assessing the customer journey and implementing positive change. This is a fully office-based role to enable daily interaction with various teams and provide team support.
Duties & Responsibilities
* Evaluate the customer journey, assess current processes and make recommendations for change, implementing new ideas.
* Identify customer pain points and work with 1st and 2nd line support teams to address challenges while acting as a key point of contact for customers to ensure a satisfactory conclusion.
* Lead, support and mentor a small team to ensure productivity is consistently high.
* Ensure exceptional customer service levels are achieved and report on these to the Senior Leadership Team.
* Collaborate cross-functionally across the business to review and identify coaching and training needs for the teams.
* Design QA-based coaching and training materials to continually assess and improve customer experience and track outcomes on an ongoing basis.
* Ensure feedback is acted on through coaching to improve quality.
* Be involved with ad hoc projects relating to QA and training.
Skills & Experience
* Experience within a similar Tech Lead role is essential.
* You will have leadership or supervisory experience, able to analyse the performance of a team effectively and report on KPIs.
* Able to analyse performance, assess KPIs and provide training and coaching to support this.
* You will have excellent communication skills, able to build relationships with customers and cross-functionally across the business.
* You will have strong decision-making skills, be tenacious in your approach and proactive.
* Excellent reporting skills to provide effective performance-led reporting.
* You will understand what excellent looks like within customer service and 1st line support and will thrive delivering this to a wider team.
* Excellent attention to detail and accuracy in all areas of work.
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