Service Desk Team Lead

OneAdvanced; Birmingham; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a customer-focused Support Operations Team Lead to enhance service excellence. This role emphasizes continual service improvement, fostering a positive team culture, and ensuring customer satisfaction through effective management of service desk operations. The ideal candidate will demonstrate strong leadership and communication skills, with a proactive approach to both personal and team development. Join a company committed to employee wellbeing and personal growth, where your contributions will make a significant impact in powering the world of work.

Benefits

25 days annual leave

Employee Assistance Programme

Performance Bonus

Pension Scheme

Income protection insurance

Discounted Parking

Volunteering Time

MatchIt! fundraising

Recognition platform

Qualifications

• Excellent people management skills to drive a positive culture.
• Ability to analyze data and design proactive solutions.

Responsibilities

• Manage service desk and client site operations across contracts.
• Develop strong relationships with customers and internal teams.

Skills

People Management

Data Analysis

Customer Service

Communication Skills

Leadership

Job description

Role Introduction

We are looking for a customer obsessed Support Operations Team Lead to drive this culture in our teams and to ensure our customers receive excellent service through the management of a service desk and client site based operations across one or more customer contracts.

The successful candidate will maintain a focus on Continual Service Improvement by ensuring development of people within their team in both skillset and attributes that encompass the Advanced core values along with identifying opportunities for service improvement and efficiencies.

What You Will Do

• Have a clear understanding of the contracts that you are supporting and understanding of the business areas responsible for delivering them
• Reporting and trend Analysis
• Contribute to customer service reviews
• Develop a strong working relationship with the customer and internal Advanced teams (including being a point of escalation)
• Collaborate with other teams to ensure service excellence is delivered.
• Remain customer obsessed throughout all your work to ensure the highest levels of customer satisfaction.
• A proactive approach to self and team development

What You Will Have

• Excellent people management skills with the ability to drive and maintain a positive culture.
• Ability to analyse data and design proactive and driven solutions which will enhance performance / efficiency and the customer experience
• Work to tight deadline and proactively manage multiple work streams
• Strong Customer and Communication Skills at all levels
• Demonstrate strong leadership skills to mentor and develop your teams
• Dedicated to the Advanced core values

What We Do For You

Wellbeing focused – Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral

• Annual Leave – 25 days of annual leave, plus public holidays and the ability to buy additional days
• Employee Assistance Programme– Free advice, support, and confidential counselling available 24/7 through Care First
• Endometriosis Friendly Employer - We are proud to confirm our commitment to developing an environment and culture that allows those with endometriosis to thrive in the workplace

Personal Growth - Regardless of where you are at in your career, we’re committed to enabling your growth personally and professionally

• Development Programmes – From Future Managers to Leadership Training, our development programmes help you get where you need to go
• Performance Bonus – Our Group-wide bonus scheme enables you to reap the rewards of your success

Financial wellbeing - We understand as well as your mental wellbeing, your financial wellbeing is really important

• Pension Scheme– Our plan with Scottish Widows offers 5% matched contribution by the company
• Income protection insurance – Providing you with support and assistance when you need it most
• Discounted Parking - We have partnered with QPark to provide an exclusive discounted rate for OneAdvanced employee's when purchasing a digital season tickets

Recognition – Highlighting and rewarding the great work our people do

• Performance & Talent – Our own technology platform that allows you to get real-time feedback, conversations and goals to help you become your best self

Making a Difference – we provide opportunities to help our people make a difference to the causes they care about

• MatchIt! – Fundraise for a cause close to your heart and Advanced will match part of the funding
• Volunteering Time – Our volunteering leave scheme allows you to use your time to help those who need it
• Pennies from Heaven – donate the pennies from your pay check to help make a difference without lifting a finger

Who We Are

OneAdvanced is one UK's largest providers of business software and services serving 20,000+ global customers with an annual turnover of £330M+. We manage 1.5 million 111 calls per month, support over 2 million Further Education learners across the UK, handle over 10 million wills, and so much more. Our mission is to power the world of workand, as you can see, our software underpins some of the UK's most critical sectors.

We invest in our brilliant people. They are at the heart of our success as we strive to be a diverse, inclusive and engaging place to work that not only powers the world of work, but empowers the growth, ambitions and talent of our people.

To learn more about working at OneAdvanced please click here