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- Tasks: Lead a new Level 1 Support Service Desk team and enhance team performance.
- Company: Atos, a forward-thinking company investing in local talent and community growth.
- Benefits: Long-term career opportunities, competitive salary, and professional development.
- Why this job: Shape the future of service delivery while supporting and developing apprentices.
- Qualifications: Experience in team leadership and understanding of apprenticeship programmes.
- Other info: Dynamic environment with opportunities for personal and professional growth.
The predicted salary is between 36000 - 60000 £ per year.
The Opportunity Atos are investing in our future by investing in yours. We have recently announced our intentions to provide services to many of our customers through UK based delivery capability, offering long-term careers within the communities of Birmingham from where we operate and will grow our business from over the next decade.
The first stage of this investment is to build a new Level 1 Support Service Desk team, and we are seeking to appoint three Team Leaders to ensure we maintain and deliver outstanding levels of service to our customers, and continually develop our people. As the footprint of our new centralised delivery grows, opportunities for your own development will be mirrored as we bring more clients and services onboard. Your performance will foster future opportunity in line with our Internal First approach to progression.
How You Will Impact Our Success This new team will be built with Apprentices. We would like our leaders to have experience working with team members who are undertaking such a programme and understand the stages to their development.
- Call listening for your team to identify opportunity for recognition and development
- Identifying positive behaviour and performance and attaching the appropriate recognition
- Support the welfare of your colleagues by noticing any individual and team challenges and take ownership to resolve
- Take call escalations when required and resolve as appropriate
- Support new team members through their onboarding period
- Identify key skills and strengths within your team and work with them to optimise these, to help drive team performance
- Ensure all team members understand exactly what is expected of them, by clearly communicating targets and objectives
- Manage performance to continually move good performance to great performance and improve underperformance and consistently meet team performance objectives by reviewing team performance data, congratulating successes and taking early action to resolve problems
- Ensure you and your teams know and understand developments in our business and services that we provide to our customers
- Analyse performance data – KPIs, customer feedback, metrics and translate into action plans
- Procedural compliance standards are maintained at all times
- Developing positive customer relationships
Service Desk Team Leader employer: Atos UK&I
Contact Detail:
Atos UK&I Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Team Leader
✨Tip Number 1
Network like a pro! Reach out to current employees at Atos on LinkedIn or through mutual connections. Ask them about their experiences and any tips they might have for standing out in the interview process.
✨Tip Number 2
Prepare for the interview by brushing up on your leadership skills. Think of examples where you've successfully managed a team or resolved conflicts. We want to hear how you can support and develop others, especially apprentices!
✨Tip Number 3
Show your passion for customer service! Be ready to discuss how you've built positive relationships with customers in the past. Highlighting your commitment to outstanding service will definitely catch our attention.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining our team and contributing to our growth.
We think you need these skills to ace Service Desk Team Leader
Some tips for your application 🫡
Show Your Leadership Skills: When writing your application, make sure to highlight your experience in leading teams, especially with apprentices. We want to see how you've supported team members in their development and how you’ve tackled challenges head-on.
Be Specific About Your Experience: Use concrete examples from your past roles to demonstrate your ability to manage performance and improve team dynamics. We love seeing real-life scenarios where you've made a difference, so don’t hold back!
Communicate Clearly: Make sure your application is clear and concise. We appreciate straightforward communication, just like we expect from our team leaders. Keep it professional but let your personality shine through!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Don’t miss out on being part of our growing team!
How to prepare for a job interview at Atos UK&I
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Service Desk Team Leader. Familiarise yourself with the key activities mentioned in the job description, like call listening and performance management. This will help you demonstrate how your experience aligns with their needs.
✨Showcase Your Leadership Experience
Be ready to share specific examples of how you've led teams, especially those involving apprentices or new team members. Discuss how you've supported their development and managed performance, as this will resonate well with what they’re looking for in a leader.
✨Prepare for Scenario Questions
Expect questions that ask how you would handle certain situations, like resolving escalated calls or supporting team welfare. Think of real-life scenarios where you’ve successfully navigated similar challenges, and be prepared to explain your thought process and actions.
✨Demonstrate Your Customer Focus
Since building positive customer relationships is crucial, come prepared with examples of how you've enhanced customer satisfaction in previous roles. Highlight any metrics or feedback that showcase your success in this area, as it will show you understand the importance of customer service.
