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Brook Street UK
Peterborough
Brook Street is thrilled to represent a leading national Financial Services company in their search for a dynamic Sales Team Leader! As a Sales Team Leader within the financial sector, you will be responsible for leading, motivating, and managing a team of sales professionals to achieve their targets and drive revenue growth. Your role will involve
Job Source: Brook Street UKGlobal Technology Solutions Ltd
Peterborough
Location Hampton, Peterborough Pay - £15 per hour, after 3 months goes up to £17.46 Contract 3 months with potential extensions Hours 7.5 hours a day, between 06:00 and 18:00 maximum of 2 weekends a month, get the days back in the week. Required skills: - fluent Lithuanian and English speaking, with strong all round communication skills - Plen
Job Source: Global Technology Solutions LtdBrook Street
Peterborough, Cambridgeshire
Brook Street is thrilled to represent a leading national Financial Services company in their search for a dynamic Sales Team Leader! As a Sales Team Leader within the financial sector, you will be responsible for leading, motivating, and managing a team of sales professionals to achieve their targets and drive revenue growth. Your role will involv
Job Source: Brook StreetBrook Street
Peterborough
Brook Street is thrilled to represent a leading national Financial Services company in their search for a dynamic Sales Team Leader! As a Sales Team Leader within the financial sector, you will be responsible for leading, motivating, and managing a team of sales professionals to achieve their targets and drive revenue growth. Your role will involv
Job Source: Brook StreetGlobal Technology Solutions Ltd
Peterborough
Location Hampton, Peterborough Pay - £15 per hour, after 3 months goes up to £17.46 Contract 3 months with potential extensions Hours 7.5 hours a day, between 06:00 and 18:00 maximum of 2 weekends a month, get the days back in the week. Required skills: - fluent Lithuanian and English speaking, with strong all round communication skills - Plen
Job Source: Global Technology Solutions LtdGlobal Technology Solutions Ltd
Peterborough
Location Hampton, Peterborough Pay - £15 per hour, after 3 months goes up to £17.46 Contract 3 months with potential extensions Hours 7.5 hours a day, between 06:00 and 18:00 maximum of 2 weekends a month, get the days back in the week. Required skills: - fluent Lithuanian and English speaking, with strong all round communication skills - Plen
Job Source: Global Technology Solutions LtdRisk Free Recruitment Ltd
Spalding, Lincolnshire
Administration Team Lead - Wealth Management Spalding - £32-35k - In office Our Wealth Management Group is looking to build on its excellent team with an Admin Team Lead for its Spalding Office. This is an office based role Purpose of the role: To be responsible for the performance management and motivating of team members daily and providing eff
Job Source: Risk Free Recruitment LtdEverest People Solutions
Spalding
Job Description Job Role: Production Team Leader Salary: £28,210 Location: Spalding, Lincolnshire Type: Full Time / Permanent Overview: Everest People Solutions are recruiting for a Production Team Leader for a business based in Spalding. As the Production Team Leader, your primary responsibility is to oversee the efficient operation of a
Job Source: Everest People SolutionsPeterborough
Job Description CDW is a leading technology solutions provider to business, government, education and healthcare organisations in the United Kingdom, Canada, and the United States. Our fingerprints can be found on technology in workplaces of more than 250,000 companies: from start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.
CDW prides itself on being ‘People Who Get IT’ and ‘People who get People’. Our relationships are fuelled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true self—and your best ideas—to CDW. Because diverse perspectives bring forth better problem solving—and better solutions for our customers on a rapidly evolving technology landscape.
JOB SUMMARY
Provide leadership, guidance and support to a team of service desk analysts and assist the Service Desk Manager in their responsibilities. Ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service. Endeavour to provide all CDW customers with the best level of customer service and support. Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets
KEY RESPONSIBILITIES
Provide leadership, guidance and support to a team of service desk analysts
Develop and coach team members to improve performance, as well as achieving their career aspirations through 121s and coaching sessions
Identify and deliver training and development needs in line with company procedures
Develop, grow and maintain professional working relationships with all internal and external stakeholders and customer equivalents
Responsible for the upkeep and quality of the knowledge base for the team
Ensure customer escalations are handled in a timely manner including providing/implementing corrective actions
Ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service
Set high quality standards and monitor as part of monthly QA, ensuring this is met via appropriate assessment methods
Quality Assurance of Incident Management by spot checking Incidents and providing Analysts with documented feedback
Ensure that there is continual service review and improvement of all processes and procedures
Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets
Through monitoring, management and contribution ensure the team achieve and exceed relevant SLAs, OLAs and KPI’s
Identify and escalate any potential breach of service level or risk to CDW where possible mitigating breach and managing to resolution
Provide relevant stakeholders within Services with ad hoc reports
The above is not an exhaustive list of duties and you will be expected to perform different asks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.
QUALIFICATIONS, SKILLS AND EXPERIENCE
Awareness of ITIL methodologies and best practice
Knowledge of the working practices of the area responsible for
Good working knowledge of Microsoft Word, Excel and Outlook
Previous supervisory experience
ESSENTIAL ATTRIBUTES
A real passion for people management and development in a large team
A passion to deliver excellent service with service level management and experience
Previous people management experience
Driven, motivational, professional leader, with a ‘can-do’ attitude at all times
Effective communication and interpersonal skills with internal and external stakeholders with the ability to confidently deliver presentations
Creative and innovative problem-solving skills with an inquisitive nature
Analytical with attention to detail
Ability to work as a team to support and influence team members
A desire to take ownership and accountability to see your work through to resolution
Ability to work under pressure and to tight deadlines
A patient, tolerant and supportive team member
Email Alert for Call Center Team Lead jobs in Peterborough
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