Warning: in order to be eligible for this role you must have a full right to work in the UK
Job Role
We’re recruiting a Customer Support Team Leader to be responsible for the successful management of NexSphere’s team of Customer Support Agents, who act as the front of house for a newly formed Managed Service Provider.
You’ll lead a team of target driven individuals ensuring the function meets with agreed SLA’s and customer expectations. You’ll maintain a high level of communication within the team, sharing best practice with a consistent approach to call handling and provide additional ‘hands on’ resource to the team when required.
Key Responsibilities:
• Oversee the daily operations of the Customer Support Team.
• Identify areas of service improvement.
• Monitor and report on SLA’s
• Play a key part in the achievement of customer satisfaction metrics.
• Work to drive reduction of incoming support calls based on trend analysis.
• Manage relationships with customers.
• Lead, mentor and develop the team.
• Provide regular reporting on service performance and improvements.
Skills and Experience
• Knowledge of IT Systems and a comprehensive understanding of operating a service desk/customer service team and associated management systems.
• High level of verbal and written skills.
• Experience of working for a Managed Service Provider.
• Complaints handling.
• Ability to negotiate and liaise with external and internal customers.
• Ability to gather, analyse and assimilate information quickly.
• Ability to lead and motivate others to deliver targets/objectives.
• Experience of working in an IT support role.
Additional Information
Dependent on the role you are applying to, you may be required to process a Disclosure and Barring Service (DBS/DS) check
Salary up to £35,000 Gross/a
Direct hire full time employee opportunity (B2B contract is not available) .
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