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- Tasks: Lead a dynamic team in delivering top-notch customer service and managing incidents.
- Company: Join Telent, a leading tech company shaping the UK's digital infrastructure.
- Benefits: Enjoy 25 days annual leave, flexible benefits, and a supportive work culture.
- Why this job: Make a real impact while developing your skills in a fast-paced environment.
- Qualifications: Previous experience in a Service Desk role and strong communication skills required.
- Other info: Be part of a diverse team committed to innovation and excellence.
The predicted salary is between 36000 - 60000 £ per year.
Job Description
Customer Service Centre Shift Lead
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Location: Office based, Camberley (GU15 3YL)
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Job type: Full time, Permanent (4 days on / 4 days off rotating Shift Pattern)
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Ref: 1589
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The Service Desk team at our Camberley office are now looking for a Customer Service Centre Shift Leader to drive our managed service offerings to a portfolio of Public Sector and Enterprise level customers. This is a pivotal role that shapes our Service Desk division. It is an office-based role, operating on a 4 days on / 4 days off shift pattern (rotating shifts, 7am-7pm / 7pm-7am).
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The Service Desk is the beating heart of the Network Services organisation. They provide a 24×7 single point of contact for circa 100+ customers across the telecoms, emergency services and defence industries. The role of the service desk is crucial for ensuring customer requirements are met in relation to the creation and coordination of all incident and requests and managing customer queries.
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As a Service Centre Shift Lead, you will be responsible for leading the team whilst on shift, ensuring the effective delivery of contracted services in line with the agreed service levels and business processes. You will act as a point of escalation and take ownership of major incidents outside of normal business hours.
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This role has line management responsibilities of 3 team members.
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The successful Service Centre Shift Lead must be a natural problem solver, tenacious and comfortable with stretching their own capabilities by working outside their comfort zone. They will constantly look at ways to improve and streamline processes and technology to ensure we remain efficient and effective in our approach to service delivery.
\\n What you’ll do:\\n
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- People and Performance Management
- Incident Process Management
- Major Incident Management
- Resource Coordination
- Spares Management
- Rosta Management
- Escalation Management
- Service Level Management
- Implement Continuous Improvement initiatives
- Ensuring tickets are logged accurately and call queues are managed effectively
- Point of escalation for customers and expediting issues to the relevant teams
- Take ownership of major incidents out of hours and engage stakeholders through to resolution
- Meet SLAs and KPIs in line with contractual requirements and ensure the effective communication to stakeholders where targets are at risk of not being met.
- Support root cause of failures and conduct reviews where applicable.
- Evoking the business continuity plan in the event of unplanned outages Out of Hours
- Attend review calls, identifying and implementing improvements where required
- Line management of direct reports including objective setting, performance, quality and 1:1 reviews
- Rosta management alongside other team leaders, including holiday approvals to ensure appropriate staffing levels
- Coaching and mentoring team members and providing guidance to enable them to achieve their personal development plans
- Supporting the wider team during busy periods such as taking calls and logging tickets
- Provide cover for the incident manager during periods of absence
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\\n Key requirements:\\n
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- Proven experience within a Service Desk / Help Desk environment
- Confident communicator, able to navigate difficult conversations
- Customer focused
- Able to effectively multitask
- Creative problem solver with the ability to work autonomously or as part of a team
- Effectively prioritise workload to meet targets
- SC Clearance, NPPV3 & Parliament Security Clearances, or the ability to obtain them (5 years MINIMUM UK residency required)
- Proficient in MS office tools
- Experience of using Remedy application
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\\n Desirable Skills:\\n
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- ITILv4 Foundation
- Previous line management experience
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\\n What we offer:\\n
A career at Telent can span sectors, roles, technologies, and customers giving you the opportunity to develop, learn new skills and make an impact. We are growing and we rely on our committed Team to deliver.
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We nurture the talent that makes this happen, by our on‑going commitment to creating an inclusive culture that respects and values difference, that celebrates diverse ideas. We want everyone to feel they can be themselves and to thrive at work.
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The additional benefits with this role:
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- 25 days annual leave, and the option to buy or sell days annually
- Overtime options available
- Access to the Flexible Benefits portal
- Company matched pension scheme
- A range of family friendly policies
- Occupational health support and wellbeing Portal
- Discounts on Cinema, Restaurants and Shopping with Telent Reward scheme
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\\n About Us\\n
Telent is a leading technology company and specialist in the design, build, support and maintenance, drawing on decades of experience in mission critical communications and technology. of the UK’s critical digital infrastructure. The work we do helps connect thousands of people and communities, using the best technology and innovation available. When you join us, you’ll have the opportunity to make a real impact on all our futures by fulfilling your potential and delivering high performance. We work together to make everyday life work better for everyone. You’ll be part of a team of more than 3,000 brilliant, dedicated people committed to getting the job done well.
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We are guided by our values and behaviours:
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- Be Inclusive
- Take Responsibility
- Collaborate
- Be Customer-focused
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Customer Support Team Supervisor (Previous Relevant Experince is Required) employer: Telent
Contact Detail:
Telent Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Team Supervisor (Previous Relevant Experince is Required)
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. Let them know you're on the lookout for a Customer Support Team Supervisor role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by practising common questions related to service desk management. Think about how you’d handle major incidents or improve processes. We want you to shine and show off your problem-solving skills!
✨Tip Number 3
Don’t just apply anywhere; focus on companies that align with your values. Check out our website for openings at StudySmarter. Tailor your approach to highlight how your experience fits their needs!
✨Tip Number 4
Follow up after interviews! A quick thank-you email can set you apart from other candidates. It shows your enthusiasm for the role and keeps you fresh in their minds. We believe in making those connections count!
We think you need these skills to ace Customer Support Team Supervisor (Previous Relevant Experince is Required)
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your relevant experience in customer service and team leadership. We want to see how your skills align with the role of a Customer Support Team Supervisor!
Showcase Your Problem-Solving Skills: In your application, share specific examples of how you've tackled challenges in previous roles. We love seeing creative problem solvers who can think on their feet and improve processes!
Be Clear and Concise: Keep your writing straightforward and to the point. We appreciate clarity, so make sure your application is easy to read and highlights your key achievements without unnecessary fluff.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Telent
✨Know Your Stuff
Make sure you brush up on your experience in a Service Desk or Help Desk environment. Be ready to discuss specific situations where you've successfully managed incidents or escalated issues, as this will show your understanding of the role and its responsibilities.
✨Showcase Your Leadership Skills
As a Customer Support Team Supervisor, you'll be leading a team. Prepare examples of how you've managed people in the past, including any coaching or mentoring you've done. Highlight your ability to motivate others and handle difficult conversations with confidence.
✨Demonstrate Problem-Solving Prowess
This role requires a creative problem solver. Think of instances where you've identified inefficiencies and implemented improvements. Be ready to discuss your thought process and how you approach challenges, especially in high-pressure situations.
✨Understand the Company Culture
Familiarise yourself with the company's values and behaviours. During the interview, align your answers with their focus on inclusivity, responsibility, collaboration, and customer focus. This shows that you're not just a fit for the role, but also for the company culture.
