At a Glance
- Tasks: Lead a new Level 1 Support Service Desk team and develop apprentices.
- Company: Atos Group, a global leader in digital transformation and cybersecurity.
- Benefits: 25 days annual leave, private medical scheme, pension contributions, and training opportunities.
- Other info: Diversity and inclusion are core values; we welcome all applicants.
- Why this job: Shape the future of service delivery while fostering talent in a supportive environment.
- Qualifications: Experience in team leadership and supporting apprentices' development.
The predicted salary is between 30000 - 40000 £ per year.
hackajob is collaborating with Atos to connect them with exceptional professionals for this role.
About Atos Group
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 decarbonized future and provides tailored AI-powered, end-to-end solutions for all industries.
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. Below is a list of the types of activities that will be undertaken during a working week, in collaboration with management, peers and team members:
- 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
- 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
Location
Birmingham Business Park
Eligibility
The candidate should be eligible for SC clearance (Should have lived in UK for last 5 years continuously).
Rewards And Benefits
- 25 days annual paid leave
- Private medical scheme membership
- Pension contributions up to 10%
- Flex benefits program
- Courses and certifications opportunities
Diversity, Equity & Inclusion
Here at Atos, diversity and inclusion are embedded in our DNA. Read more about our commitment to a fair work environment for all. As a Disability Confident employer, we encourage applications from all applicants, especially, differently abled applicants. We aim to ensure that those who meet the minimum criteria for this position will be offered an interview. We are committed and willing to making reasonable adjustments to the application and assessment process to accommodate your needs. We are also a care leaver-friendly employer. If you require additional support with your application, please contact our recruiter or send an email to our dedicated mailbox.
Service Desk Team Leader in Birmingham employer: hackajob
At hackajob, we pride ourselves on being an exceptional employer that fosters a culture of innovation and inclusivity. Our diverse team thrives in a high-performance environment where your contributions directly impact our multi-asset platform's success. With ample opportunities for professional growth and a commitment to employee development, joining us means being part of a forward-thinking company that values your expertise and ambition.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Team Leader in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at hackajob. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like hackajob before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Team Leader in Birmingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to hackajob:Your cover letter is your chance to shine! Tell us why you want to work at hackajob specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at hackajob!
How to prepare for a job interview at hackajob
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
