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Service Delivery Team Leader

Quarsh
Job LocationKenn, Clevedon
EducationNot Mentioned
Salary54,200 per annum, inc benefits
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Are you passionate about delivering customer excellence Can you build and maintain excellent customer relationships Do you have the ability to manage and lead a team If you have answered yes to these questions, then our Service Delivery Team Leader rolecould be for you.As Service Delivery Team Leader, you will act as the voice of the customer across the business and be responsible for establishing and maintaining operational relationships with our customers to provide exceptional end-to-end service support. You will drivecontinual service improvement and ensure all team members are meeting and exceeding service standards. As a senior team member, it is your responsibility to ensure this is upheld by making sure SDMs respond quickly to the customers query ensuring they haveclear, honest, and reliable information.Main Responsibilities

  • Ensure the highest level of service is delivered to customers.
  • Act as a point of escalation for customer queries
  • Provide coaching and guidance to the SDMs.
  • Instill best practice across the SDM team
  • Aid management with reporting Cultivating excellent customer relationships with our strategic accounts, building trust and confidence in our services.
  • Service review management, planning, preparation, reporting, CSAT management, using customer feedback to ensure customer needs continue to be understood, sharing the output with all key stakeholders to enable their current and future needs.
  • Reporting of performance against internal KPIs and SLAs and identification of Service risks and mitigating actions with the support from key stakeholders.
  • Ensure service improvement plans are in place to drive continual service improvement to enhance our services and support, driving customer excellence.
  • Working with Project Delivery teams, hand hold all customers through service delivery from contract through to successful transition of services from delivery in to support
Personal Skills
  • Passionate about delivering customer excellence
  • Ability to build and maintain excellent customer relationships.
  • Ability to work on own initiative
  • Ability to manage and lead an experienced team
  • Understanding and experience of Service Desk processes and environment
  • Excellent communication skills (written and oral) at all levels
  • Ability to work in a high-pressured environment
  • Ability to drive through change
  • Innovative in respect of service quality and ways in which it can be improved.
  • Willingness to go the extra mile and always seek self-improvement
  • Understanding of ITIL Incident, Problem and Change Management processes
  • Strong planning and organisation skills.
  • Problem solving, ability to quickly acquire knowledge in new technologies.
  • Process improvement mind-set
  • Reasonable technical understanding and an ability to translate technical solutions and problems into easily understood concepts and vice versa
About UsGlide started life as separate businesses delivering broadband, utilities and communications services to different markets across the UK. For decades, we have been known for delivering exceptional connectivity and original solutions to the best universitiesand biggest businesses in the country.The Glide Group is growing quickly, expanding our footprint across the UK and into Europe, and building original ways for our customers to connect

Keyskills :
Customer ServiceManagementService DeliveryTeam Leader

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