Imagine yourself in a role where your professional growth and creativity are championed every step of the way. Opus is the UK’s largest independent Managed Service Providers, recently ranked as “World class” by the Best Companies to work for awards. Make an impact in our Customer Experience team The Customer Experience Team Leader role will be managing the day-to-day running of the Service Desk promoting and conducting exemplary customer satisfaction standards. Additionally, you will be responsible for: Customer feedback and Insight Quality Management Overflow cover of the Service desk during periods of increased demand Reviewing Service desk processes to ensure continual improvement is maintained Being the point of escalation ensuring the customer is always kept updated Taking ownership of customer complaints and feedback as well as any service-related Major Service Outages (MSO) Maintaining all Service Desk supplier portals Providing team members with relevant training Provide agreed KPI and statistic reports as well as Adhoc project work Taking ownership of our Touch point calls and analysing and reporting on that date to the Head of Service Delivery Salary £40-£45k DOE 25 Days Holiday 8 Bank Holidays Hybrid working for a good work/life balance (3 days in our Reigate office) The talents we are excited to see You will have the following experience/skills: A proven track record to deliver great customer service Proven ability to lead a team and deliver great results. At least 5 GCSE’s Grades at ‘C’ level or above including Maths and English PC literate, IT Microsoft office proficient and exposure to databases preferred Customer service/account management Experience in Telecoms preferred but not essential. High level of personal motivation & ability to communicate at all levels Your exclusive benefits A comprehensive Private Healthcare and Cash Plan Entry to the £3,000 quarterly Dreamball draw Regular fully funded companywide events Complimentary daily breakfasts in the office Monthly ‘outstanding performer’ accolades Pension and life insurance Personalised training and development pathways Enriching paid volunteering days A rewarding Refer a friend scheme (£1,000) The flexibility to adjust your holiday allowance Where your values align with ours Work together to win together Be brave and think differently Own it and never give up Strive to be the best Stay curious and keep learning Meet Opus Established in 1992, we are different to the rest, priding ourselves on being a customer-driven and service-led technology provider. Our focus is delivering tailored technology with purpose and building long-term partnerships with our clients. In 2023, we launched the next phase of our ambitious growth strategy with the goal of doubling our turnover by 2026. We're on track to meet this target, and we're seeking top talent like you to join us on this exciting journey. By joining Opus, you embark on an exhilarating journey filled with impactful projects and continuous professional development, empowering you to expand your expertise and leave a significant mark on businesses nationally. If you're ready to be part of a dynamic team and help us reach new heights, we'd love to hear from you.