about 20 hours ago
Serco Group Plc
This is an exciting opportunity for a motivated and ambitious Customer Services Team Leader to play a pivotal role in the mobilisation and continued supervision of a brand-new Customer Services Helpdesk based in Hunts Cross, Liverpool.
This role is for a Customer Services Team Leader who will be responsible for supporting our team of Customer Services Agents to deliver excellent customer service whilst also delivering front line customer support during times of high demand.
During mobilisation the Customer Services Team Leader will work alongside the wider mobilisation team and be involved in developing our core helpdesk processes, configuration and testing of core systems and development and delivery of staff training.
Experience of working in a helpdesk management supervisory position is essential.
What you will be doing in the role
Day to day supervision and provision of support for the team of Customer Services Advisors
Resource management (scheduling of rotas / breaks etc) to ensure service levels are met
Drive the delivery of Key Performance Indicators (KPIs) and an excellent customer experience across the contract.
Monitor compliance of service Level Agreements, including: Customer Interaction, Team Performance Targets, Quality Monitoring Targets, Handling escalations to DIO
Providing an efficient and flexible response to operational issues to maintain levels of service delivery and customer satisfaction
Interfacing with internal and external customers in order to ensure contractual obligations are met and customer needs are satisfied
Providing strong and effective support to the wider team ensuring that all colleagues are highly engaged, motivated and supported, and that customer focus is evident throughout the service provision
Ensuring employee relations are managed consistently and fairly in accordance with VIVO policies, achieving high levels of employee engagement
Carrying out effective personal development reviews to ensure a clear understanding of objectives and that colleagues at all levels are recognised for excellence performance
Operating a culture of openness and listening, consistent with VIVO's values
Communicating effectively - both formally and informally, with reports, peers and stakeholders
Implementing and monitoring KPIs, adhering to a robust audit model to ensure that any missed targets are analysed, and processes are developed to avoid repeat issues
Support in the development of processes and procedures, reviewing and updating them as required
GCSE English and Mathematics (or equivalent)
Proficient IT skills - ability to understand and navigate bespoke IT software systems (telephony & CAFM)
Experience of leading teams within a Customer Services helpdesk environment
Experience in dealing with complex and challenging customers
Proven ability to perform consistently to key metrics, tight timescales with a high degree of visibility
Proven track record of developing and maintaining strong relationships at all levels
Proven track record of delivering and maintaining quality outcomes for customers
Good knowledge of helpdesk technology including telephony, omnichannel and CAFM systems.
Knowledge and Skills
A commitment to delivering excellent customer service whilst maintaining high levels of quality and accuracy at all times
Teamwork and leadership skills
Ability to communicate to an excellent standard both verbally and in writing
Attention to detail
Strong IT skills (Microsoft packages)
Must pass appropriate clearance (BPSS) for the role
VIVO, a 50:50 joint venture between Serco and ENGIE, has been awarded places on the Defence FM and Housing Maintenance framework contracts.
VIVO embodies both experience and innovation. It combines Serco's comprehensive track record delivering engineering, technical and FM services to the UK MOD for over 55 years with ENGIE's market leading FM, energy, asset optimisation and regeneration capabilities.