Job Title

Customer Services Team LeaderDivision: ICT ServicesDepartment: Service DeskReports to (Job Title): Service Desk ManagerMain GoalTo provide day to day management, supervision and support for the Level 1 Service ReceptionTeam.Responsibilities/TasksWork with Service Desk Managers (SDM) to effectively support and develop the Level 1 ServiceReception TeamTo ensure adequate staffing levels and manage the workload of the teams.To develop a training programme to ensure appropriate levels of knowledge is readily available for the teams.To review, recommend and implement process to increase efficiency and effectiveness of the teams.To provide support and advice relating to calls and other operational issues to the role holders’ immediate teams as well as supporting the rest of the service desk.To work closely with the SDM and other SD TLs to provide an exceptional level of service to both customers and internal stakeholders.To monitor SLAs ensuring they are adhered to highlighting any recurring issues.To produce scheduled and ad hoc reports as required by management.To provide support and resolve issues over the phone.To escalate unresolvable issues to the Field Service Team, Remote Resolution Team or into the Third Line Print Team as appropriate.Work closely with the IoT Team for all KFS support queries.Ensure that all customer interactions into the Service Reception team are actioned within set SLAs & Resolutions periods.Ensuring that all web chat interactions from customers are answered within 2 minutes of being received by an agentQuality Management – Ensure that monthly call quality and weekly incident management is completed to the relevant standardsEscalation/Complaints Management – ensure that all first line escalations and/or complaints are handled within the set timeframes.Attend customer meetings as required.People Management - Attendance & Performance management, motivation, Defining Success, development, holiday management, as well as any other aspects of people management that may occur.Conduct monthly 1-2-1’s and team meetings.Any other task as directed by management.Knowledge, Experience & SkillsKnowledge of Mitel phone system.Experience in working within a Service Desk EnvironmentStrong faut finding and resolution skills.Strong customer experience skills.Competencies & Key Success FactorsAbility to motivate a team.Customer Centric.Always looking at ways to improve the overall service delivered.What we can offer youSalary (Competitive)25 days holiday (All statutory bank holidays relevant to regional country) - 1 extra day after 5 years. Part time employees is a pro rata equivalent.The ability to Buy and Sell holiday (up to 5 days per year)A Volunteer DayLife Assurance (4 x base salary)Pension Scheme - A total contribution of 8% - 5% Employer and 3% Employee.Company sick pay (1 week after 6-month probationary period in first year, 4 weeks in years 2-3, 8 weeks in years 4-5 and 13 weeks from year 6 onwards)Employee Assistance ProgrammeCoaching and MentoringCycle2Work Scheme - salary sacrifice scheme to purchase bikes at a discountAccess to additional discounts / perksEyeCare - Access to money off for glasses and sight testElectric Car Scheme - Open to all eligible employees to benefit from getting an Electric Vehicle Via Salary SacrificeFlu JabEligibility for Costco MembershipValues:The values that underpin the Kyocera Group are the 5 C’s- Communication, Courage, Commitment, Cooperation and Consciousness. It is our firm belief that employees should live by these values and we would expect that you should show your commitment to these values by carrying out your work fairly and honourably, respecting people, our work as a business, and both our local and global community.Equality and Diversity Statement: Kyocera is dedicated to creating a workplace where diversity is celebrated and everyone is treated with fairness, dignity, and respect. We welcome applicants from all backgrounds and are committed to providing reasonable adjustments during the recruitment process to ensure an inclusive experience for all.Recruitment Agencies: Kyocera operates a Preferred Supplier List (PSL) of selected recruitment agencies and does not accept unsolicited CVs from agencies not on this list. Please refrain from submitting candidate details in response to this advert or to any Kyocera employees, as we are not responsible for any fees related to unsolicited CV submissions.