Customer Services Team Leader

Based: Reading

Department: Service Desk

Reporting to: Service Desk Manager

Contract: Permanent

To provide day to day management, supervision and support for the Level 1 Service Reception
Team.

Details for the role:

Main tasks and responsibilities

• Work with Service Desk Managers (SDM) to effectively support and develop the Level 1 Service
  Reception Team

• To ensure adequate staffing levels and manage the workload of the teams.

• To develop a training programme to ensure appropriate levels of knowledge is readily available for
  the teams.

• To review, recommend and implement process to increase efficiency and effectiveness of the teams.

• To provide support and advice relating to calls and other operational issues to the role holders’
  immediate teams as well as supporting the rest of the service desk.

• To work closely with the SDM and other SD TLs to provide an exceptional level of service to both
  customers and internal stakeholders.

• To monitor SLAs ensuring they are adhered to highlighting any recurring issues.

• To produce scheduled and ad hoc reports as required by management.

• To provide support and resolve issues over the phone.

• To escalate unresolvable issues to the Field Service Team, Remote Resolution Team or into the Third
  Line Print Team as appropriate.

• Work closely with the IoT Team for all KFS support queries.

• Ensure that all customer interactions into the Service Reception team are actioned within set SLAs &
  Resolutions periods.

• Ensuring that all web chat interactions from customers are answered within 2 minutes of being
  received by an agent

• Quality Management – Ensure that monthly call quality and weekly incident management is
  completed to the relevant standards

• Escalation/Complaints Management – ensure that all first line escalations and/or complaints are
  handled within the set timeframes.

• Attend customer meetings as required.

• People Management – Attendance & Performance management, motivation, Defining Success,
  development, holiday management, as well as any other aspects of people management that may
  occur.

• Conduct monthly 1-2-1’s and team meetings.

• Any other task as directed by management.

This role is based in Reading, Berkshire, UK. 8:30 – 5pm

What we can offer you

• • Salary (Competitive)
  • 25 days holiday (All statutory bank holidays relevant to regional country) – 1 extra day after 5 years. Part time/temporary employees is a pro rata equivalent.
  • A buying and selling holiday scheme
  • Life Assurance (4 x base salary)
  • Pension Scheme – A total contribution of 8% – 5% Employer and 3% Employee.
  • Company sick pay (1 week after 6 month probationary period in first year, 4 weeks in years 2-3, 8 weeks in years 4-5 and 13 weeks from year 6 onwards)
  • Enhanced Maternity and Paternity leave
  • Employee Assistance Programme
  • Bike2Work Scheme – salary sacrifice scheme to purchase bikes at a discount
  • Electric Car Scheme
  • Lifeworks – Access to discounts / perks
  • EyeCare – Access to money off for glasses and sight test

Knowledge, Experience & Skills

• Knowledge of Mitel phone system.
• Experience in working within a Service Desk Environment
• Strong faut finding and resolution skills.
• Strong customer experience skills.

Competencies and Key success factors

• Ability to motivate a team.
• Customer Centric.
• Always looking at ways to improve the overall service delivered.

Our Values

The values that underpin the Kyocera Group are the 5 C’s- Communication, Courage, Commitment, Cooperation and Consciousness. It is our firm belief that employees should live by these values and we would expect that you should show your commitment to these values by carrying out your work fairly and honourably, respecting people, our work as a business, and both our local and global community.

Application details

Your application should include the job title in which you are ing in the subject matter and have a copy of your CV attached.