Service Desk Team Leader

Atos is investing in a new Level 1 Support Service Desk team in Birmingham and is seeking three Team Leaders to deliver outstanding customer service and continually develop team members.

Responsibilities

• Listen to calls to identify opportunities for recognition and development.
• Recognise positive behaviour and performance appropriately.
• Support colleague welfare by identifying individual and team challenges and taking ownership to resolve them.
• Take and resolve call escalations when required.
• Support new team members through onboarding.
• Identify team skills and strengths and optimise them to drive performance.
• Communicate targets and objectives clearly.
• Manage performance using team data, recognising successes and addressing problems early.
• Ensure teams understand developments in the business and customer services.
• Analyse KPIs, customer feedback and metrics, translating findings into action plans.
• Maintain procedural compliance standards.
• Develop positive customer relationships.

Requirements

Experience working with team members undertaking an apprenticeship programme is desirable. Candidates should be eligible for SC clearance and have lived continuously in the UK for the last five years.

Benefits

• 25 days of annual paid leave.
• Private medical scheme membership.
• Pension contributions of up to 10%.
• Flexible benefits programme.
• Courses and certification opportunities.

Atos is committed to diversity, equity and inclusion and offers reasonable adjustments throughout the application and assessment process.