Overview

Customer Service Centre Team LeadLocation: Office based, Camberley (GU15 3YL)Job type: Full time, Permanent (4 days on / 4 days off rotating Shift Pattern)Ref: 1589The Service Desk team in

Camberley office

are now looking for a

Customer Service Centre Team Lead

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 Team 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 hoursThis role has line management responsibilities of 3 team members.The successful Service Centre Team 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.Service Centre Team Lead - What you\''ll do:People and Performance ManagementIncident Process ManagementMajor Incident ManagementResource CoordinationSpares ManagementRosta ManagementEscalation ManagementService Level ManagementImplement Continuous Improvement initiativesEnsuring tickets are logged accurately and call queues are managed effectivelyPoint of escalation for customers and expediting issues to the relevant teamsTake ownership of major incidents out of hours and engage stakeholders through to resolutionMeet 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 HoursAttend review calls, identifying and implementing improvements where requiredLine management of direct reports including objective setting, performance, quality and 1:1 reviewsRosta management alongside other team leaders, including holiday approvals to ensure appropriate staffing levelsCoaching and mentoring team members and providing guidance to enable them to achieve their personal development plansSupporting the wider team during busy periods such as taking calls and logging ticketsProvide cover for the incident manager during periods of absenceService Centre Team Lead - Key requirements:Proven experience within a Service Desk / Help Desk environmentConfident communicator, able to navigate difficult conversationsCustomer focusedAble to effectively multitaskCreative problem solver with the ability to work autonomously or as part of a teamEffectively prioritise workload to meet targetsSC Clearance, NPPV3 and Parliament Security Clearances, or the ability to obtain them (5 years MINIMUM UK residency required)Proficient in MS office toolsExperience of using Remedy applicationDesirable Skills:ITILv4 FoundationPrevious line management experienceTelent - 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 annuallyOvertime options availableAccess to the Flexible Benefits PortalCompany matched pension schemeA range of family friendly policiesOccupational health support and wellbeing PortalDiscounts on Cinema, Restaurants and Shopping with Telent Reward schemeWe\''re passionate about creating an environment that champions diversity and inclusion, where everyone feels they belong, can be themselves and empowered to reach their full potential. People are at the heart of our business, and we believe that our teams should reflect the diverse experiences and backgrounds of the communities we support.We\''re guided by our values and behaviours:Be InclusiveTake ResponsibilityCollaborateBe Customer-focused

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