Customer Service Team Leader

at  UK Shared Business Services Ltd UKSBS

BAND D: £31,797

UKSBS is a public sector shared service centre providing high quality HR, Payroll, Finance, Procurement and IT services and expertise to our partners. We are proud of the part we play in enabling our partners to achieve the best outcomes for the British people and the UK economy.
It’s an exciting time to join UKSBS as we transform our business to be the leading UK public sector business service provider. We aim to become a very different organisation over the next few years as we move to a modern multi-platform, digitally enabled organisation.
Our people are the heart of our success. We are always looking for talented individuals to join our team and play a part in that success that’s why we invest and grow our workforce. In return for your talent and contributions, we offer flexible and family friendly working arrangements, a generous benefits package, an inclusive working environment that values your contribution, and opportunities to develop your skills and career with us.
At UKSBS we place our customers at the heart of everything we do. So, our Customer Support teams are critical in ensuring we deliver a great experience, each time we interact with our customers. We make customer contact easy, convenient, and transparent for customers to enable a high-quality service to be delivered right first time, through our ‘single front door’ and appropriate triage. Our service delivery is underpinned by three customer commitments, delivered through our people who empathise and respond to customers in the most effective and appropriate way
We provide front line (Tier 1) support for any IT, HR, Payroll, Finance & Procurement queries for our customers, ensuring a timely, quality, and effective resolution. As a Team Leader in our contact centre, you will oversee the day-to-day operations of the IT team, ensuring high standards of service placing the customer at the heart of every action taken. Managing, with a flexible dynamic approach, across a variety of channels including phone, email, and service requests. You proactively lead your team using strong communication skills, a passion for customer service, and enable, support, influence and motivate your team to deliver consistently high levels of performance and continuous improvement. Be a forward thinker about how the service can be improved and matured aligned to the Tiered Service Delivery Model, as part of the over-arching Customer Support Strategy.
We’re looking for a motivated and experienced Team Manager to lead our Service Desk within Customer Support Services. You’ll oversee daily service desk operations, ensure timely support, manage escalations, and improve service processes. Experience with ServiceNow, ITIL, Cloud services and system automation is a plus.

THINGS YOU NEED TO KNOW

To be considered, you will need to successfully obtain BPSS before commencing the role, obtaining clearance usually takes 5-10 working days.
UKSBS does not hold a Home Office Sponsor Licence under the UK Immigration System, therefore applicants must have eligibility to live and work in the UK at application stage.

• Contact centre experience at Team Leader level
• Knowledge of CRM or equivalent systems
• Demonstrable experience of pro-actively managing a performance driven team to achieve individual and service delivery SLAs consistently
• Ability to successfully manage a team in a complex, fast paced, high volume, service delivery environment
• Holistic thinking, ability to see the “big picture” and considers the impact of decisions on other areas of the business
• Focussed and driven to achieve success with the ability to confidently lead and motivate others. Ability to develop an environment where staff are motivated, engaged, valued and enabled to contribute to the success of the service
• Ability to communicate at all levels, both written and verbally, with the aptitude to build relationships with internal and external contacts and stakeholders
• Adaptable, proactive and accountable
• Strong customer service skills with a solution outcome focus to support strategic direction
• Decision making skills to resolve queries proactively
• Strong numeracy and analytical skills with the ability to interpret data and present MI
• Ability to face challenges proactively and be comfortable and confident dealing with a diverse range of customers
• Experience of working in a high-volume service environment, operating to tight timescales and SLA’s
• Develop close working, positive connections with immediate peers (3 Customer TLs) to create a shared purpose, leverage best use of knowledge and skills by developing combined multi-skilled teams
• Adopts and displays UK SBS core values and behaviours
  To find out more about the skills, knowledge and behaviours we’re looking for, read the detailed job description.
  We look forward to hearing from you.
  We are UKSBS. We are creating a place where people love to work, a culture where we lead, we change, we deliver and we empower our people to be curious, take action and add value.