ServiceDesk Team Leader in Aberdeen

Atos Group is a global leader in digital transformation with c. 70,000 employees and annual revenue of c. 10 billion, operating in 67 countries under two brands: Atos for services and Eviden for products. European number one in cybersecurity, cloud and high-performance computing, Atos Group is committed to a secure and decarbonised future and provides tailored AI-powered end-to-end solutions for all industries.

The purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees and members of societies at large to live, work and develop sustainably in a safe and secure information space.

We are a team who put our people and our customers first through high quality processes and procedures and an attention to detail that is fostered by the management team in order to achieve excellence driving customer engagement and delighting them in everything we do.

Your job in a nutshell: To actively support, lead and develop a team of Contact Centre Associates through the use of feedback, coaching, training and other development activities. Lead the team to deliver excellent customer and client satisfaction and ensure financial success of the service desk by effectively optimising revenue. Seek to maximise company profitability through effective customer interactions and the successful delivery of KPIs.

What will you be doing:

• Complete formal coaching session with each agent each month, preparing for great conversations.
• Conduct call listening for your team to identify opportunities for recognition and development.
• Create a positive environment by regularly providing positive praise and recognition of individual and team success; encourage teamwork and conduct side-by-side coaching.
• Support welfare of colleagues by noticing any individual and team challenges and taking ownership.
• Appropriately challenge any inappropriate behaviour or conduct issues and manage appropriately.
• Take call escalations in accordance with process and procedure, taking ownership and resolving as appropriate.
• Ensure the accurate recording of time worked for every team member in all relevant systems.
• Support new team members through their onboarding period.
• Identify key skills and strengths within your team and work with them to optimise these to drive team performance.
• Identify talent within your team and encourage and support development.
• Ensure all team members understand exactly what is expected of them by clearly communicating targets and objectives and checking for understanding.
• Manage performance to continually move from good to great, manage underperformance and consistently meet team performance objectives by reviewing data, celebrating successes and taking early action to resolve problems.
• Keep yourself knowledgeable of today’s business and ensure the team are aware of the Company/Client focus and new developments in products and services.
• Manage change effectively in your team and actively look for ways to make change stick.
• Lead continuous improvement through facilitating sessions and activities with your team, embracing innovations in customer experience and identifying solutions to resolve faults.
• Follow all relevant compliance procedures including: 1-2-1 documentation, Health & Safety tasks (Risk Assessments, DSEs), applying DPA principles, accurate notes on accounts, customer complaint investigations and related admin tasks.
• Analyse performance data and translate into action plans; understand the impact of actions on KPI performance and business success.
• Liaise with clients, developing positive relationships and delivering against client and company requirements.

Location: Stevenage – Work from office (No Remote)

The candidate should be eligible for SC clearance (Should have lived in UK for last 5 years continuously).

Requirements: To truly embrace, live and demonstrate the ATOS Values in every interaction with colleagues and customers. This role profile is not exhaustive; you may be required to perform other duties as needed.

Rewards and benefits:

• 25 days annual paid leave
• Wellbeing programs & work-life balance — integration and passion sharing events
• Private medical and dental care
• Pension contributions up to 10%
• Flex benefits program
• Courses and certifications opportunities
• Conferences and Expert Communities
• Charity and eco initiatives

Diversity Equity & Inclusion: At Atos, diversity and inclusion are embedded in our DNA. We are committed to making reasonable adjustments to the application and assessment process to accommodate your needs. We are also a care-leaver-friendly employer.