Managing Director of Flotek Group Limited
www.flotek.io
Role Description
This is a full-time on-site role located in Bridgend for a Technical Customer Support Team Leader at Flotek Group Limited. The Team Leader will be responsible for overseeing and managing the customer experience team ensuring customer satisfaction, providing technical support, utilizing analytical skills, and troubleshooting technical issues on a day-to-day basis.
We are looking for an enthusiastic customer-focused individual with previous experience of leadership within the ICT sector, preferably in an IT and/or Telecoms Helpdesk role.
Job Responsibilities:
1. Support and upskill existing team members through coaching, feedback, monthly one-to-ones, and training sessions.
2. Issue work to team members based on capacity / skillset / knowledge.
3. Ensuring customer faults and incidents are responded to and resolved within SLAs.
4. Demonstrate ownership, accountability, and strive for ‘First Call Resolution’.
5. Support the team as needed by answering the phone to inbound calls and provide technical support.
6. Closely monitor open tickets and ensure your team resolve issues within SLA remotely over the phone, by email, and live chat.
7. Monitor all related Telecoms, ICT, network, workstation, laptop and application performance issues and identify trends.
8. Assess the effectiveness of the team’s communication through call quality monitoring.
9. Measure, monitor and report team KPIs to the Head of Service, highlighting successes, challenges, and performance against objectives.
10. Ensuring all open cases are updated with relevant information and customers are regularly updated.
11. Be accountable and responsible for consistently giving a first-class service through our Helpdesk.
12. Provide additions and updates to existing process documentation, ensuring we keep solutions up to date.
Job Experience Required:
1. You will have proven leadership experience, ideally within an ICT/Telecoms Helpdesk.
2. Solid experience in customer service (excellent verbal and written communication skills required).
3. Support and Troubleshooting skills.
4. Analytical Skills.
5. Experience in leading a technical support team.
6. Excellent communication and interpersonal skills.
7. Ability to work collaboratively with cross-functional teams.
8. Technical certifications in IT or related field.
9. Technical skills within a telecoms or IT helpdesk.
10. Loves working as part of a team.
11. Comfortable using CRMs and documentation solutions.
Benefits and Renumeration:
* 28-30k per annum with an additional 3k bonus for KPIs.
* 21 days holiday plus bank holidays (additional 1 day per year to a max 25).
* Staff equity share scheme.
* Culture club.
* Employee assistance program.
* Retail discounts and perks.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Technology, Information and Media
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