Telecoms Support Team Leader

About the job

Telecoms Support Team Leader

Location: Stratford, E15

Salary: £24,000 - £28,000 a year – Full Time

THE ROLE

Fortunately, we don’t have many problems with our business phones, mobiles and internet but when we do, we need strong, assertive and friendly people on hand to help get our customers back up to speed as quickly as possible. Can you hold your nerve and keep our customers happy even when they’re cross, whilst helping co-ordinate a grow a team of like-minded individuals?

THE DAY JOB

• Motivate and inspire the support team
• Ensure helpdesk tickets are being actioned quickly and accurately
• Providing training for new and existing team members
• Implementing and cascading new processes
• Delegating tasks
• Responding to customers when service issues are detected
• Manage successful communication with customers through various means; phone, e-mail and webchat.
• Problem diagnosis and fault recognition.
• Owning the customer resolution life cycle.
• Logging and keeping records of customer services issues and solutions in Hubspot CRM.
• Communicating with second- and third-line support and escalate service issues to the appropriate level for swift resolution.
• Performing pro-active network health activities
• Use remote access software to assist our customers and fix network issues
• Updating self-help documents so customers and colleagues can fix problems themselves.
• Confidently liaise with third party telecommunication providers to achieve a swift and satisfactory outcome for our customers.

WE'D LIKE TO SPEAK TO YOU IF...

• You will have at least one years’ experience in a similar service desk role, preferably gained within the telecommunications industry.
• Experience in a technical support and assurance environment would be highly desirable, you must also be able to demonstrate high levels of customer service and a willingness to proactively resolve customers technical issues.

WE'D LOVE YOU IF...

• You will demonstrate high levels of customer service
• You must possess exceptional communication skills
• Resilient mindset with focus on customer satisfaction beyond expectations.
• Ability to collaborate with internal and external stakeholders
• Strong IT literacy, analytical ability and logical thinking are a must.
• A collaborative and innovative approach to service delivery and problem solving.
• You must have a willingness to learn and grasp new skills quickly and have an interest in technology.
• You have previous team leader experience in a similar role
• A reasonable knowledge of MS Office, particularly Excel functions

BENEFITS

• Cycle to Work Scheme
• Discounted Gym Membership
• Network Benefits
• Employee Assistance Program
• Career Progression
• 25 Days Annual Leave
• Flexible Pay with Wagestream 
• Pension Scheme
• Employee referral scheme
• New business referral scheme