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Huntress
,
Leatherhead, Surrey
Support & Services Team Lead
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Job Type: Full-time |
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Salary: £30,000 per annum |
Overview
Are you looking for your next step in a customer support environment? We are currently looking for a Client Support & Services Team Leader to provide team management and coaching with practical day to day client contact. You will play an integral role managing escalations and ensuring end users receive high quality support and services. Role Responsibility: Managing day to day team workload, whilst hands-on progressing allocated tickets Proposing and agreeing team targets and KPIs for average call times, wait times, resolutions and quality ratings Ensuring that the desk runs efficiently, meeting the target customer call response times and delivering quality support Acting as escalation for clients regarding resolution of support tickets Interacting with the product team to ensure functionality Leading, motivating employees and providing training Comply with all legal requirement and company policies including information security and data protection Person Specification: Excellent verbal & written skills Able to speak confidently and with authority in public Resilience and gravitas, with capability to manage large client teams and stakeholders A self-starter, with an aptitude for learning and keen to progress Able to create a high performing team Able to motivate team members to get the most from them Previous relevant experience in SAS customer support desk - desirable Experience of using Zendesk or similar tool for managing support tickets - desirable Experience of working within an ITIL (or similar) framework - desirable Additional Information: £30,000 Monday-Friday, 9am-5:30pm Life Insurance at 4 x salary Income protection at 75% of salary Pension 20 days holiday 1 day for birthday HUNTRESS ARE NOW SHORTLISTING SO PLEASE APPLY NOW TO AVOID DISAPPOINTMENT Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles. PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.