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- Tasks: Lead a team while managing service desk operations and providing top-notch support.
- Company: Join Tela Technology, a leading UK telecoms provider known for exceptional customer service.
- Benefits: Enjoy a competitive salary, healthcare, gym discounts, and 21-26 days holiday.
- Why this job: Be part of a dynamic team where your ideas can thrive and impact customer experience.
- Qualifications: Minimum two years in Telecoms Service Desk with line management experience required.
- Other info: Work from home on Mondays and Fridays, with a vibrant office near London Bridge.
The predicted salary is between 28000 - 42000 £ per year.
We are Tela Technology. Tela Technology are one of the UKs largest independently owned communication solutions providers, delivering mobile, telephony, connectivity and IT products and services, UK wide. Our values are centred around the relationships we build with our customers and employees. We pride ourselves on delivering an exceptional customer experience, every time, which is evidenced by our industry leading Net Promoter Score of 89.
This is a hands-on role that will also involve management of a team of 3 service desk individuals, while also working proactively on the service desk including provisioning.
Responsibilities include:
- Taking incoming calls from partners and their end users
- Managing assigned tickets, providing support over multiple channels
- Updating partners and customers through the ticket life cycle, ensuring successful completion
- Carrying out ticket hygiene audits to ensure tickets are being noted and managed correctly, and within SLAs
- Providing guidance to the team where improvements can be made (if required)
- Dealing with referrals and being the go-to person for colleagues when advice and assistance is required
- Acting as the main point of escalation for partner / end user complaints, referring to the Partnerships, if needed
- Identifying and delivering training requirements to new starters, and supporting the existing team in upskilling their knowledge
- Completing and documenting 121s for the team
- Actively participating in and managing the monthly out of hours rota across the team, ensuring all required individuals are available as per the agreed rota
- Performance reporting
This role is incredibly varied, and more importantly, not restricted therefore the successful candidate will be able to bring their ideas to life. The successful candidate will be based in our London Bridge office 3 days per week (Tues-Thurs) working from home on Mondays and Fridays.
Person Specification:
The successful candidate will have a minimum of two years experience in a Telecoms Service Desk role supporting hosted telephony, connectivity & mobile, with current or previous line management experience. Attributes are key for this role; we’re looking for a positive, proactive individual who will lead by example and motivate the team. Working for Tela, you’ll need to share in our values of delivering exceptional customer care through every interaction.
Location & Working Hours:
This role is based in our London office, within easy walking distance of London Bridge Station. Our operating hours are Monday to Friday, 08:30-17:30.
Benefits:
- Starting salary up to £35,000 (dependent on experience)
- Healthcare plan
- Employee discount scheme
- Subsidised gym membership
- 21 days holiday, rising to 26
- Private Medical plan (on completion of 2 years service)
- Life assurance (on completion of 2 years service)
Service Desk Team Leader [Telecoms] employer: Honor Bank
Contact Detail:
Honor Bank Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Team Leader [Telecoms]
✨Tip Number 1
Familiarise yourself with the telecoms industry, especially hosted telephony and connectivity solutions. Understanding the products and services offered by Tela Technology will help you speak confidently about how you can contribute to their team.
✨Tip Number 2
Highlight your leadership skills during any discussions or interviews. Be prepared to share examples of how you've successfully managed a team in the past, particularly in a service desk environment, as this role requires strong management capabilities.
✨Tip Number 3
Demonstrate your commitment to exceptional customer service. Prepare to discuss specific instances where you've gone above and beyond to resolve customer issues, as this aligns with Tela's values of delivering an outstanding customer experience.
✨Tip Number 4
Network with current or former employees of Tela Technology on platforms like LinkedIn. Gaining insights from their experiences can provide you with valuable information about the company culture and expectations, which can be beneficial during your application process.
We think you need these skills to ace Service Desk Team Leader [Telecoms]
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in Telecoms Service Desk roles. Emphasise your management skills and any specific achievements that demonstrate your ability to lead a team effectively.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and how your values align with those of Tela Technology. Mention specific examples of how you've delivered exceptional customer care in previous roles.
Highlight Relevant Skills: Focus on key skills mentioned in the job description, such as ticket management, team leadership, and training. Use concrete examples to illustrate how you've successfully applied these skills in past positions.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at Honor Bank
✨Showcase Your Telecoms Experience
Make sure to highlight your previous experience in a Telecoms Service Desk role. Discuss specific examples of how you've supported hosted telephony, connectivity, and mobile services, as this will demonstrate your suitability for the position.
✨Emphasise Leadership Skills
Since this role involves managing a team, be prepared to discuss your line management experience. Share examples of how you've motivated and guided your team, and how you handle escalations and complaints effectively.
✨Demonstrate Customer-Centric Values
Tela Technology values exceptional customer care, so be ready to explain how you prioritise customer satisfaction in your work. Provide examples of how you've gone above and beyond to ensure a positive experience for customers and partners.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to manage service desk operations. Think about past challenges you've faced and how you resolved them, particularly in relation to ticket management and team support.
