At a Glance
- Tasks: Lead a team to deliver top-notch IT support and improve customer service.
- Company: UCL, London's Global University, committed to high-quality services.
- Benefits: 41 days holiday, pension scheme, on-site gym, and more!
- Other info: Join a diverse team that values creativity and innovation.
- Why this job: Make a real impact in a dynamic environment while developing your leadership skills.
- Qualifications: Experience in IT support and strong people management skills required.
The predicted salary is between 33075 - 40425 £ per year.
About us
UCL is London’s Global University, and the Professional Services (PS) Hub is the team that keeps much of it running day to day. The Hub brings together customer-facing and transactional services from HR, Finance, IT and Business Operations. It is committed to delivering high-quality, efficient services, with a real emphasis on customer experience. At the centre of the Hub is One Desk, a single point of contact for all PS Hub functions. We respond to thousands of enquiries every day by telephone, email and live chat from UCL’s students, staff, suppliers and partners. Our team works hard to give timely, excellent advice, and we never stop looking for ways to improve and develop our services.
About the role
As One Desk Team Leader – IT, you will manage a team of Advisors and Assistants, making sure they are supported, developed and performing well enough to meet our service level agreements (SLAs). You will help maintain high standards of customer service, manage operational workflows and drive continuous improvement across the team. Your day-to-day responsibilities will include:
- Line managing Advisors and Assistants, including 121s, appraisals and sickness management in line with UCL policies
- Taking full ownership of escalated customer queries and seeing them through to resolution, and supporting the IT Manager and Head of Department with formal complaint investigations
- Managing the queue across all contact channels and prioritising queries by severity and impact
- Stepping in to support front line activity during peak periods
- Monitoring quality across all channels and improving performance through regular coaching
- Updating KPI reports to track team and individual performance, monitoring volumes and identifying resource requirements
- Delivering training to new and existing staff and working with the One Desk Manager to identify training gaps
- Creating and maintaining standard operating procedures and training documentation, and sharing them regularly with the team
- Escalating critical incidents and emerging trends, and working closely with 2nd tier teams to resolve them
- Suggesting service improvements and taking part in relevant forums and projects
- Deputising for the Support Desk Manager when required
Please note that this post may require you to work a shift pattern outside standard office hours. The exact hours and pattern will be agreed with your line manager after consultation with you.
About you
You are an experienced service desk professional who combines strong people leadership with a genuine commitment to great customer care. You are analytical, organised and calm under pressure, and you enjoy helping a team do its best work.
Essential criteria:
- Experience of providing IT support in a large, complex organisation, across a range of services
- ITILv3 Foundation certificate or equivalent, with knowledge of ITIL processes and how they affect the service desk, particularly Incident, Problem and Change Management
- Workload management or team supervision experience in a helpdesk or contact centre environment
- Experience of using a CRM or ticketing system, such as RemedyForce
- Experience of customer service-focused practices in a large, complex organisation
- Experience of giving high-quality, accurate advice in a fast-paced, customer-focused setting
- Demonstrable knowledge of the purpose and composition of SLAs
- Ability to monitor and track data trends to inform decision making
- Proven leadership and teamwork skills, with the ability to drive high performance and measurable outputs
- A clear commitment to high standards of customer care, with excellent communication skills
- Good analytical and problem-solving skills
- Commitment to keeping up to date with changes in legislation and procedures relevant to the role
- A commitment to the UCL Ways of Working: making best practice an absolute priority, documenting and sharing solutions, and anticipating issues and adjusting your approach when necessary
What we offer
As well as the exciting opportunities this role presents, we also offer some great benefits:
- 41 Days holiday (27 days annual leave, 8 bank holidays and 6 closure days)
- Additional 5 days’ annual leave purchase scheme
- Defined benefit career average revalued earnings pension scheme (CARE)
- Cycle to work scheme and season ticket loan
- Immigration loan
- Relocation scheme for certain posts
- On-Site nursery
- On-site gym
- Enhanced maternity, paternity and adoption pay
- Employee assistance programme: Staff Support Service
- Discounted medical insurance
Visit https://www.ucl.ac.uk/work-at-ucl/rewards-and-benefits to find out more.
Our commitment to Equality, Diversity and Inclusion
As London’s Global University, we know diversity fosters creativity and innovation, and we want our community to represent the diversity of the world’s talent. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong. We therefore particularly encourage applications from candidates who are likely to be underrepresented in UCL’s workforce. These include people from Black, Asian and ethnic minority backgrounds; disabled people; LGBTQI+ people; and for our Grade 9 and 10 roles, women.
One Desk Team Leader- IT (Mat cover) (ELIGIBLE FOR INTERNAL CANDIDATES ONLY) in London employer: UNIVERSITY COLLEGE LONDON
UCL's Information Services Division (ISD) is an exceptional employer, offering a dynamic work environment that fosters innovation and collaboration among over 50,000 staff and students. With a commitment to employee growth, ISD provides extensive benefits including 41 days of holiday, a defined benefit pension scheme, and opportunities for professional development in cutting-edge technology areas. Located in the heart of London, UCL promotes a diverse and inclusive culture, making it an ideal place for those looking to make a meaningful impact in higher education.
StudySmarter Expert Advice🤫
We think this is how you could land One Desk Team Leader- IT (Mat cover) (ELIGIBLE FOR INTERNAL CANDIDATES ONLY) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at UNIVERSITY COLLEGE LONDON. 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 UNIVERSITY COLLEGE LONDON 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 One Desk Team Leader- IT (Mat cover) (ELIGIBLE FOR INTERNAL CANDIDATES ONLY) in London
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 UNIVERSITY COLLEGE LONDON:Your cover letter is your chance to shine! Tell us why you want to work at UNIVERSITY COLLEGE LONDON 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 UNIVERSITY COLLEGE LONDON!
How to prepare for a job interview at UNIVERSITY COLLEGE LONDON
✨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.
