Support Desk Team Leader

Juice Personnel is working with fantastic company in Wakefield
Our client are rapidly expanding experts in telecommunication solutions. They supply companies with business telephony, unified communication, contact centres, data products and mobiles.

This is a fantastic opportunity to join a progressive company at an exciting time of growth and to be an integral valued part of progressive team.

We are looking to recruit Support Desk Manager to join busy office in Wakefield.

In this role the candidate will report directly to the Operations Manager.

Could this be you?

Keep Looking!

The Role

Proactively monitor the support queue / inbox, as well as call flows to ensure all customer
and internal queries are resolved in an efficient manner
Be accountable for the support team, consistently providing a positive experience and
exceptional level of customer service with both external customers and internal
departments
Be a point of contact for escalations and complaints from customers and internal staff, in
order to ensure prompt delivery of services and resolution of faults
Track, monitor and ensure compliance with performance and accuracy related KPIs & SLAs
Collaborate closely with the Orders and Projects Team Leader to effectively allocate the
appropriate resource for handling support tickets and project implementation
Contribute to a structured process flow between support, provisioning, engineering, billing
and accounts teams to help improve accuracy and efficiency
Implement measures to ensure members of the support team are working as effectively and
efficiently as possible to resolve customer support issues and queries
Assist with the recruitment, selection and on-going training, development and performance
of staff under your direct line management
Provide day to day HR responsibilities for the 1st and 2nd line support teams
Conduct regular one to one meeting with the team, to provide constant working feedback
and produce personal development plans for team growth and progression
Manage and direct members of the 3rd line and implementation teams when they are
working on the support desk, to ensure customer issues and queries are handled promptly
Communicate confidently and effectively with customers, suppliers and internal
departments, demonstrating strong technical and leadership skills
Ensure the team have the right tools, training and knowledge to support customers with products and services
Deliver an outstanding level of service to our customers
Liaise with carriers and suppliers to log support tickets as required
Utilise various portals for the different products and suppliers
Keep the account managers updated with the progress of their customer’s support queries
where appropriate
Answer the telephone and emails, and deal with queries as quickly as possible and in a
professional and polite manner
Keep the customer fully informed of updates
Ensure extensive and accurate notes are recorded on CRM system
Keep all necessary documentation updated
Escalate internally and externally to suppliers when required to ensure all support queries
are dealt with within the agreed timescales

About You

Excellent customer service skills
Team management skills
An interest and desire to work in ICT and Telecoms
Comfortable with speaking to customers in a professional and courteous manner
Enthusiasm and aptitude for logical problem solving
A desire for self-improvement and to progress a career in engineering
Strong self-starter, self-motivated and the ability to work pro-actively under your own initiative with the goal of achieving the very best outcome for customers
Have great verbal, listening and written communication, as well as relationship and rapport building skills
Good IT Skills, Microsoft office suite components

Benefits

The opportunity to join an exciting, progressive team
Highly attractive basic salary plus bonus scheme
Great company career prospects
Friendly atmosphere and team environment
Great social events throughout the year
Free onsite parking
Free fruit and great coffee
Quarterly £300 prize draw for all staff
The day off on your birthday
Entitlements, 20 days paid holidays (exclusive of bank holidays.) increasing by 1 day per full year of service (to a maximum of 5 additional)

Frequently Asked Questions

How much will it cost for you to find me a job?

It’s an age-old myth that recruitment agencies charge candidates. Our services to candidates are completely free of charge. We offer CV writing, career advice, interview preparation (and more), and we don’t charge you a penny!
Can I register with more than one agency at a time?

Yes, absolutely, and we recommend you do so to ensure you’re getting your name out there. What we do ask is that you’re honest with both parties. Keep everyone informed of all your job activities, and there should be no issues in doing this.
Why should I register with Juice Personnel instead of just finding my own job?

Juice Personnel is a reputable recruitment agency with over 60 years of combined professional experience among our consultants. Our in-depth market knowledge is second to none, and our links with local businesses cover the whole of West Yorkshire, giving us access to hundreds of available opportunities. We will fully manage your application and can offer advice, guidance, or a friendly chat should you need us to!
I’ve applied for a vacancy online. Does this mean you’ve sent my CV to your client?

No, no and no! We pride ourselves on meeting every single candidate we work with. Any recruiters worth their salt will do the same! It’s our professional duty to ensure that we match the right people to the right business, and there is no way we can do this without meeting you first. We also NEVER send your details anywhere without getting your consent first.
I’ve sent my CV to you and haven’t heard anything. Why is this?

We receive hundreds of CVs daily, so it’s physically impossible to reply to every candidate. We reach out to as many people as possible, but we state in our adverts that if we haven’t contacted you within 48 hours, you can assume your CV wasn’t shortlisted. If in doubt – pick up the phone. We’re always happy to talk about recruitment.