Colleague Service Desk Lead

Yorkshire Building Society; Bradford; Hybrid; GBP 45,000 - 60,000; Full time

Benefits offered by this job

25 days holiday + bank holidays

On-target bonus up to 15%

Pension contributions up to 11%

Private medical insurance

Employee discounts via My Benefits

Job summary

Yorkshire Building Society is seeking a Colleague Service Desk Lead in Bradford to coordinate the Colleague Service Desk, supporting IT customer service via phone, live chat and self-service queues. The role requires onsite support for office colleagues and hybrid working with flexibility to support Leeds offices as needed.

You will lead, coach and develop the team to resolve incidents within SLA, manage escalations, and drive continual service improvements.

Qualifications

• Strong understanding of Service Management processes (ITIL preferred).
• Proven experience leading a service desk or IT support team.
• Experience delivering service improvements and handling escalations.

Responsibilities

• Lead, coach and develop the Colleague Service Desk team to deliver high-quality customer service.
• Motivate team members, set objectives, monitor performance and support recruitment.
• Develop and implement CSIP strategies to improve service delivery.
• Manage 3rd party relationships that support service delivery.
• Define metrics and ensure high-quality reporting within SLAs.
• Support user security, incident and request management within SLAs.
• Help manage Major Incidents from logging to resolution.
• Handle customer escalations and complaints effectively.
• Analyze data on satisfaction and inquiries to drive improvements.
• Stay professionally updated and recommend policy/process changes.
• Oversee transition of new services into support and align with standards.

Skills

Service Management

Team leadership

Customer service

ITIL knowledge

Tools

Microsoft Teams Rooms

Job description

As our next Colleague Service Desk Lead, you'll coordinate and direct the activities of the Colleague Service Desk team to ensure a high level of customer service is delivered to all customers of IT. The team is based in our Bradford based Technology Services function, with flexibility to support our Leeds based offices when required.

You'll manage a team that operates a hybrid working approach covering our phone lines, live chat functionality and self-service queues. This requires onsite support for our office-based colleagues when required; helping to arrange training and upskilling or diagnosing and fixing issues relating to our suite of Microsoft Teams rooms equipment.

The hours of work are 35 hours per week Monday to Friday, with shifts covering core operating hours of 8am to 5pm.

About the role

As a Colleague Service Desk Lead, you'll lead, coach and develop the team to ensure that they deliver a high-quality customer experience, resolving incidents and requests within SLA, handling any escalations effectively. You will -

• Lead, manage and mentor the Colleague Service Desk team in order to ensure deliver of an excellent standard of service to our customers
• Motivate and appraise team members, including objective setting, monitoring performance and recruitment
• Develop and implement new strategies, policies and processes to maintain and continuously improve the quality of service delivery (CSIP) to all customers of Technology Services
• Support the management of 3rd party relationships that support service delivery for YBS
• Define metrics and Key Performance Indicators and ensure that service delivery reporting is of a high quality and delivered within agreed timelines
• Support the delivery of user security, incident and request management within agreed service level agreements within and outside of core business hours
• Support the management of Major Incidents, ensuring they are logged, progressed and resolved within the scope of the Major Incident Management Process
• Deal with customer escalations and complaints
• Collate, analyse, and evaluate data and information on client satisfaction, inquiry and complaint using this information to improve service delivery
• Keep up to date professionally on the subject of service delivery, making recommendation for policy, technological, service delivery processes and procedure change on this basis
• Manage the transition of new services into support with deliverables in line with agreed standards and procedures
• Represent the Colleague Service Desk team within wider IT and business meetings, building relationships with key business areas

About you

You'll have a proven track record working in and managing a service delivery team.

In addition, you'll be able to demonstrate -

• Excellent understanding of Service Management processes
• Familiarity in working within a technology driven environment
• Experience in delivering service improvements to improve customer service ITIL, v3 or 4 certifications would be beneficial
• External customer facing experience
• IT Security or Cyber Security would be beneficial
• Coaching, mentoring and leadership

About us

At YBS we don't have shareholders, we have members. We care about people and that includes you. So here, you'll be respected for who you are, you'll be able to bring your whole self to work, and you'll have everything you need to build a long and rewarding career.

Flexibility.

We offer a range of flexible working options without unsocial hours, which can help you find a healthy work-life balance. Whether it's finishing early for an appointment or fitting your studies and hobbies in around your working hours, we can help make it work for you. We're happy to talk flexible working and you can reach out to us anytime during the recruitment process to discuss this.

Development.

We want you to feel challenged here. Whatever your ambitions, we're committed to helping you develop your skills and move ahead in your career journey. From day one, we'll set you up for success with a brilliant induction and full training plan, all designed to get you up to speed quickly.

Inclusivity.

We're passionate about creating an inclusive environment where everyone is welcome and able to be themselves. If you'll go the extra mile to help our members, you'll fit right in and feel you belong here.

About our Benefits

We offer lots of fantastic rewards that you can make the most of in and out of work, including:

• Holiday. You'll get 25 days plus Bank Holidays, as well as the option to buy up to a further 5 days.
• Bonus. At YBS we work collaboratively and share in our success together, so when we reach our goals were all rewarded with an on target bonus of 7% of eligible pay (with the opportunity to earn up to a maximum 15%).
• Pension. We know how important it is to save towards the future, that's why we'll contribute up 11% into your YBS pension.
• Healthcare. Health and wellbeing are an important part of life at YBS, when you join us you'll have access to a range of health benefits to suit your life including private medical insurance, dental and healthcare plans.
• My Benefits. When you join YBS you'll have access to our self-service benefits portal, where you can access a range of retail, hospitality and health discounts.

Want more information?

If you have any questions about this role, please contact Mike Peel on [e-mail]