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Optima Recruitment
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Leatherhead, Surrey
Support & Services Team Leader
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Job Type: Full-time |
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Salary: £30,000 per annum |
Overview
This role is a mix of team management and coaching with practical day to day client contact so you will play an integral role managing escalations and ensuring end users receive high quality support and services Job Description: Managing the day to day team workload, whilst hands-on progressing allocated tickets Proposing and agreeing targets with KPIs for average call times, average wait times, first time resolution, staff utilisation and quality ratings Ensuring that the desk runs efficiently and effectively Meeting the target customer call response times and delivering quality support Taking corrective action and reporting on KPIs Acting as escalation for clients regarding resolution of support tickets Interacting with the Product Team to ensure functionality accurately Meet client administration and support needs with clear prioritisation of issues Leading and motivating employees and ensuring they are properly trained and equipped Maintaining awareness of and complying with all legal requirements and company policies Relating to information security and data protection Taking all possible steps to ensure that client data remains secure Person Specification: Previous relevant experience in SAS customer support desk Experience of using Zendesk or similar tool for managing support tickets Experience of working within an ITIL (or similar) framework Comprehensively skilled, knowledgeable and commercially experienced Strong problem analysis and solution development skills Logical and analytical mind-set with the ability to understand requirements Able to run and prioritise activities across multiple channels and manage risks Able to act decisively in critical situations or to circumvent a potential problem Able to create a high performing and motivated team Build and maintain professional relationships with multiple stakeholders Additional Information: Based in Leatherhead £30,000 Monday - Friday, 9am - 5:30ppm Life Insurance at 4 x salary Income protection at 75% of salary AE Pension 20 days holiday plus 1 day for birthday. Holiday entitlement will increase by 1 working day for each full year employed, up to a maximum of 25 days. We appreciate the time you took to apply for this vacancy, however due to the high level of applications that we receive, we can only respond to successful candidates. In the meantime, please check out our website to read more about our company and privacy policy. Optima Recruitment specialists in Permanent & Temporary Recruitment, including; Administration, Secretarial & PA, Accounts & Finance, Graduate Opportunities, Human Resources, Recruitment Consultancy, Sales & Marketing, Customer Service and Legal.