Call Centre Team Leader

Job Location	Hampton Centre
Education	Not Mentioned
Salary	26,000 per annum
Industry	Not Mentioned
Functional Area	Not Mentioned
Job Type	Permanent , full-time

Job Description

Service Desk / Customer Service SupervisorImmediate start availableLocation: Hampton, PeterboroughSalary: up to £26,000 per annumShift work between 07.00 & 08.30Are you team focused with a passion to deliver great customer service and to develop other individuals Are you supportive and influentialIF YES. KEEP READING!Brook Street Recruitment are recruiting on behalf of a well-established client top leading Managed Service Provider who are looking for a Service Desk Supervisor to join their thriving and ever-growing team.Main Responsibilities as a Service Desk / Customer Service Supervisor:

Providing support and a point of escalation to a team of service desk analysts and assist the Team Leader in their responsibilities
Ensuring company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service
Endeavour to provide all customers with the best level of customer service and support
Maximising productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets.
Daily, Weekly, Monthly & Ad-hoc reporting when required.
Point of escalation for both internal and external customers, taking ownership through to resolution
Through monitoring, management and contribution ensure the team achieve and exceed relevant SLAs, OLAs and KPIs

Desired Experience for Service Desk/ Customer Service Supervisor:

Awareness of ITIL methodologies and best practice (not essential)
Knowledge of the working practices of the area responsible for
Good working knowledge of Microsoft Word, Excel and Outlook
Previous leading/coaching experience
Practical experience of an external Managed Services provider
Customer service experience

Benefits for Service Desk / Customer Service Supervisor:

Great holiday allowance
Supportive management
Growth and development within the business
On going in depth training

Keyskills :
manageradmincustomer serviceadministratorsupervisortelecomssupport1st line supportteam leaderadvisorcontact centreleader2nd line supportcall centercall handlerphoneslineline supportcall center operativecdw

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