Description
Are you a Service Desk Team leader looking for a new challenge, then if you are our client, a large financial institution based in Kegworth, require a Service Desk Team Leader to join their organisation.
The purpose of the Team Leader role will be to manage teams providing prompt First Point of Contact technical solutions to branches, departments and certain external customers of the Bank who contact the Centre with IT related problems.
Suitable candidates will have had the following experience:
* Provide consistently excellent levels of customer service in a multi contact channel environment.
* Support the simplification of the customer journey to deliver a great customer experience.
* Develop effective customer focused business relationships ensuring you can tailor the service you provide to meet the different needs of a wide a varying customer base.
* Deliver a consistent high quality leadership experience to your people.
* Collate information using sensitive but rigorous questioning techniques whilst acknowledging that each individual has a unique and personal view.
* Generating multiple fit for purpose options and evaluations whilst comparing the implications in terms of risks and benefits.
* Adhere to guidelines and procedures including the management of risk based activities.
* Apply reasoning to analyse the relationship between different parts of technical problems/issues/situations to distinguish causes from symptoms.
* Take ownership of recurring issues/events and escalate accordingly to support problem management and root cause analysis.
* Work with colleagues and stakeholders in a collaborative fashion in order to meet the objectives of the Centre.
* Coach less experienced colleagues to improve the individual's knowledge and competence.
* Ability to make sound decisions based on available information.
* Manage under-performance effectively and consistently
* Reward and recognise areas of excellence
* Advocate of key activities
* Budgetary management
* Mentoring and coaching for performance
* Identification of issues and actions plans around developing people