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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 matched pension scheme.
- Why this job: Make a real impact while developing your skills in a supportive environment.
- Qualifications: Experience in a Service Desk environment 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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Service Desk Operations Lead (Previous Relevant Experince is Required) employer: Telent
Contact Detail:
Telent Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Operations Lead (Previous Relevant Experince is Required)
✨Tip Number 1
Network like a pro! Attend industry events, webinars, or local meetups related to service desk operations. It's a great way to meet people in the field and get your name out there.
✨Tip Number 2
Prepare for interviews by practising common questions specific to service desk roles. Think about your past experiences and how they relate to the job description – be ready to share examples!
✨Tip Number 3
Showcase your problem-solving skills during interviews. Be ready to discuss how you've handled major incidents or escalations in the past. This is key for a Service Desk Operations Lead!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Service Desk Operations Lead (Previous Relevant Experince is Required)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Desk Operations Lead role. Highlight your relevant experience in customer service and any leadership roles you've held. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this position. Share specific examples of how you've solved problems or improved processes in previous roles, as this is key for us.
Showcase Your Communication Skills: As a Service Centre Shift Lead, communication is crucial. In your application, demonstrate your ability to navigate difficult conversations and manage customer expectations. We love seeing candidates who can articulate their thoughts clearly!
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Telent!
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 incidents you've managed, especially those that required problem-solving and multitasking. This will show that you can handle the demands of the role.
✨Showcase Your Leadership Skills
As a Service Centre Shift Lead, you'll be managing a team. Prepare examples of how you've successfully led teams in the past, including any coaching or mentoring experiences. Highlight your ability to manage performance and resolve conflicts effectively.
✨Understand the Company Culture
Familiarise yourself with Telent's values and behaviours. Be prepared to discuss how you embody these values, particularly around being inclusive and customer-focused. This will demonstrate that you're not just a fit for the role, but also for the company culture.
✨Prepare for Scenario Questions
Expect questions that put you in hypothetical situations related to major incident management or resource coordination. Think through your approach to these scenarios in advance, focusing on your decision-making process and how you would communicate with stakeholders.
