Customer Support Team Lead

Sopra Steria; Sheffield; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading customer service organization in Sheffield is seeking a Customer Support Team Leader to manage a squad and ensure service excellence. You will be responsible for line management duties, enhancing team performance, and collaborating across teams. Ideal candidates should possess strong communication and leadership skills, along with experience in managing escalations and statistical analysis. This role requires full-time commitment working hybrid, with 2 office days per week and offers an exciting benefits package.

Qualifications

• Experience in managing conflict escalations and disputes.
• Ability to produce various level statistical reporting and management overview data.
• Experience in building a cross-skilled and engaged team.

Responsibilities

• Day to day line management of direct reports.
• Statistical analysis of SLA achievement for all customers.
• Build and manage a service improvement plan.

Skills

Line Management and/or mentoring skills

Stakeholder management skills

Excellent communication skills

Ability to prioritise goals

Customer service and continuous improvement skills

Job description

The Customer Support Team Leader is responsible for the day-to-day management and objectives of an individual squad (approx. 8 - 10 team members).

You must be data centric motivating and contribute alongside other Team Leads to build a cross collaborative and skilled team with focus on customer service excellence alignment to relevant KPIs and learning and development.

The Customer Support Team Lead will be responsible for improvements in skills governance quality and day to day alignment of team members to achieve objectives.

The role will be working within UK business hours and applicants must be willing to work full time.

Sheffield hybrid 2 office days per week.

Salary: (DOE) per annum plus pension & excellent benefits package

Job type: Permanent full-time

Key Responsibilities

Line Management Duties

• Day to day line management to direct reports.
• Coach squad members when not achieving their aligned KPIs.
• Maintain monthly 121 meetings aligned to objectives and track performance against them within each session.

Working responsibilities

• Statistical analysis of key KPIs across teams.
• Statistical analysis of SLA achievement for all customers.
• Customer contact and relationship building.
• Weekly monthly and quarterly reporting.
• Service Improvement plan. Build act manage and maintain.
• Point of escalation internally and externally.
• Represent run team within relevant meetings and events.
• Track Project Stage Gates and progress and form part of the stakeholder group for approval of Go Live and support the provision of relevant handover and knowledge documents into Production support.
• On rota act as Call Manager assigning tickets fairly amongst the squads.

Cross team collaboration responsibilities

• Form a collaborative working environment within and between squads.
• Act as a point of escalation within the squad.
• Directly encourage and enable training knowledge building and act as a mentor to members of each squad.
• Feed information into Knowledge team for building out future knowledge pool
• Attend required meetings and provide relevant updates.
• Ensure pertinent information is shared appropriately with the squads and other internal teams.

Qualifications

Skills/Experience

• Line Management and/ or mentoring skills.
• Ability to build and develop a cross skilled engaged and performant team.
• Stakeholder management skills (internal teams within and outside of Run function and business contacts).
• Excellent communication skills written and verbal.
• Experience in managing conflict escalations and disputes.
• Ability to prioritise goals and objectives in line with personal and individual KPIs.
• Ability to produce various level statistical reporting and management overview data whilst tracking relevant platform and system metrics.
• Customer service and continuous improvement skills.

Additional Information

At our organization we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.

All of our positions are open to people with disabilities.

Remote Work

No

Employment Type

Full-time

Key Skills

Law Enforcement, ABB, Marine Biology, Filing, Automobile, AV

Experience: years

Vacancy: 1