We provide front line (Tier 1) support for any IT, HR, Payroll, Finance & Procurement queries for our customers, ensuring a timely, quality and effective resolution. As a Team Leader in our contact centre, you will oversee the day-to-day operations of the customer service/IT team, ensuring high standards of service placing the customer at the heart of every action taken. Managing, with a flexible dynamic approach, across a variety of channels including phone, email and service requests. We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition, we have a duty to make reasonable changes to our processes.
You proactively lead your team using strong communication skills, a passion for customer service, and enable, support, influence and motivate your team to deliver consistently high levels of performance and continuous improvement. Be a forward thinker about how the service can be improved and matured aligned to the Tiered Service Delivery Model, as part of the over-arching Customer Support Strategy.
Responsibilities:
* Excellent communication skills with the ability to build positive relationships with customers and colleagues.
* Experience of working within a mixed technology support environment and/or ability to learn new technologies at pace.
* Technical experience of working with current levels of the Microsoft Office Suite.
* Educated to GCSE level English and Maths (or equivalent qualifications) or the ability to work at this level.
* Able to demonstrate skills in fact-finding, analysis, and problem diagnosis skills to identify issues and appropriate steps to resolution.
* Ability to identify, prioritise, plan and co-ordinate own workload, demonstrable time management and organisational skills.
UKSBS does not hold a Home Office Sponsor Licence under the UK Immigration System, therefore applicants must have eligibility to live and work in the UK at application stage.
UKSBS is a public sector shared service centre providing high quality HR, Payroll, Finance, Procurement and IT services and expertise to our partners. We are proud of the part we play in enabling our partners to achieve the best outcomes for the British people and the UK economy.
This is a full-time role with team core working hours of 08:00-18:00 Monday to Friday. In return for your skills and experience, we offer flexible and hybrid working arrangements. Eligibility and the degree of home working will vary depending on the requirements of the role, further details will be discussed if an offer is made.
Benefits:
* A generous annual leave allowance.
* Flexible working and family friendly policies.
* Excellent defined benefit pension scheme.
* Cycle to work scheme.
* Season ticket loans.
* Employment Assistance Programme.
* Childcare scheme and on-site nursery (at our Swindon office).
Find out more about the benefits of working at UKSBS.
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