Help Desk Team Leader

Job Ref: 164299
Sector: Customer Service
Job Type: Permanent
Date Added: 17 May 2019
  • High Wycombe, Buckinghamshire, England Knaves Beech High Wycombe Buckinghamshire hp109qr
  • £31,000 - £34,000 per Annum
  • Tate
  • 01895 257931

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Help Desk Team Leader

Do you want to work for a global brand?

Do you have strong leadership skills and wish to join a team where you can add great value?

If yes then this role is for you!

Purpose of the Role

  • Support the Helpdesk manager in the provision of world class customer experience for partners and customers
  • Drive team performance; create a get it right time mentality, ownership and accountability to meet KPI's
  • Support and train Helpline Team members skills and knowledge to deliver their role in full
  • Provide all team members with the tools systems - to do their job
  • Build relationships internally and externally, be seen to drive collaborative working and efficiency's
  • Be the cascade point for new initiatives

Duties and Responsibilities

  • Manage the team to ensure delivery of all KPIs
  • Drive team performance and teamwork with accompaniments and effective 1:1s
  • Coach and develop team member skills
  • Monitor team members performance, to be the best they can be, ensure that all are trained and operate to required standard
  • Work with Team leader, Manager and cross functional teams in a cohesive and collaborative manner.
  • Effective communication
  • Collate daily / weekly & Monthly reporting - continuous improvement
  • Ensure adequate cover for all key roles on the shift
  • Take ownership of challenges e.g. system and telephone are fed back into the business and resolved in expedient manner
  • New initiatives are cascaded/trained to the team on time and in full
  • Attendance and participation project work streams where appropriate, representing Helpline / SHA
  • Support business changes
  • Collation of all issues for escalation to HM.
  • Always adopt a solution-based approach
  • Seek resolution and cascade back to team.
  • Cascade out to the wider business where appropriate and be the voice of the team - One team
  • Drive team profile within Operations, field, SC and Sales teams by role model behaviour
  • Demonstrate ROI for all development courses attended
  • Actively work on a Personal Development Plan by identifying own skills gaps
  • Support Team Leaders and line manager with EP/ER processes

The Successful Candidate

  • Ability to Influence and engage teams
  • Flexible 'can-do' attitude
  • Organisation and time management
  • High energy and drive
  • IT literate
  • Ability to understand and translate data
  • First Line Management
  • Customer Service working environment
  • Coaching team members
  • Managing change

The Package

  • £31000 to £34000 per annum
  • 10% bonus - business dependant
  • 33 days holiday (including Bank Holidays)
  • Pension Scheme
  • Bupa Health Insurance

Tate is acting as an Employment Agency in relation to this vacancy.

16/06/2019 15:08:33
GBP 31000 31000