Service Delivery Lead

£23000 - £25000 per annum
22 Feb 2019
22 Mar 2019
Recruitment Genius Ltd
Customer Service
Contract Type
Full Time
Do you want to become part of a growing, award-winning retail technology company? They know it's their people that shape their future. They're looking for a Helpdesk Team Manager/Service Delivery Lead to help develop a team of analysts to deliver exceptional customer service to their well-known clients.

Where will I be working?
You will be part of a busy Helpdesk team based at Head Office in Nottingham. They operate at 24 hours/365-day helpdesk.

What will I be doing?
This is a newly created role as part of their internal structural change. The Helpdesk Team Manager/Service Delivery lead role is to manage a team of Helpdesk Advisors & Client Leads alongside managing work volumes, ensuring the Helpdesk Department is performing in line with the Clients' Service Level Agreement expectations.

This exciting role will also include leading, coaching and developing individuals to deliver a high quality, right-first-time outcome within Integral's service delivery model.

The Helpdesk Team Manager/Service Delivery Lead will have a minimum of three year's experience within a similar role.

Is this the role for me?

If you are looking for an opportunity to directly influence the success of the business by delivering exceptional levels of service, then they would love to hear from you.

If you can answer "Yes" to the following criteria, then this role will be of interest to you.

- 2-3 year's experience minimum within a similar Team Manager role in a helpdesk or contact centre environment
- Able to make effective decisions quickly and implement change through the team.
- Ability to apply various reward and recognition models to effectively motivate a team and embed high-performance culture
- Ability to communicate professionally in a clear and accurate manner with a wide range of external and internal customers
- Ability to hold oneself to high professional standards of conduct and presentation at all times and champion it within the team
- Excellent interpersonal skills
- Proven track record of high-performance coaching
- Experience of MS Office Word, Excel, PowerPoint and Outlook