Customer Service Team Leader - Southampton, United Kingdom - Agilico Workplace Technologies

Agilico Workplace Technologies
Agilico Workplace Technologies
Verified Company
Southampton, United Kingdom

2 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

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Description

Location:
Southampton


Salary:
Competitive


Working Hours:37.5 per week (Monday to Friday)


Contract:
Full time, Permanent


Role-Grade: 3A

Agilico is a leading nationwide service provider specialising in Managed Print Services, IT and Telecoms.

Our goal is to maximise operational effectiveness and make work easier for our clients using cutting-edge workplace technology.

Our expertise and experience spans four key areas:
Managed Print, Information Management, Agile Working, and Telecoms & IT.


We are passionate about our employees and are therefore looking for a talented and energetic team player who is looking to carve a successful career with us.

We are seeking to recruit an experienced Customer Service Team Leader to support our busy call centre.


You will be responsible for incoming calls, routing engineers, dealing with customers queries and offering 1st line support where necessary.


Team Leader Duties & responsibilities in addition to the Scheduling Role.

  • The Team Leader is responsible for overseeing the day to day running of the Schedulers and Call Handlers/Service Admin.
  • Monitoring that call stats stay within the 10 second SLA.
  • Monitoring all RTFs for the team and attending a weekly meeting to make sure that these calls are completed in a timely manner.
  • Complete 1:1s with the team on a regular basis.
  • Monitoring service stats, investigating any high response calls and analysing trends to see if there are any scheduling issues
  • Initial training of any new starters, and ongoing development with team
  • Running regular reports from Vantage Online and 360 portal for overdue/outstanding/open tickets and investigating
  • Dealing with customer complaints
  • Superuser for Vantage Online customer service team
  • Qualifying call clears each month, checking to ensure accuracy
  • Attending service breakfast meetings to support service schedulers
  • Assisting with training and development for engineers using the Vantage Online app

Scheduling

  • Answer incoming calls in a professional manner and deal with enquiries
  • Route engineers ensuring the most effective use of their time
  • Ensure that agreed service levels to customers are met or exceeded
  • Provide customers with engineers arrival times
  • Close down engineers calls when completed
  • Track and source parts for devices
  • Liaise with 3rd party suppliers
  • Assist customers with simple user fixes over the phone

Various administrative duties

  • Skills & Experience
  • Excellent customer service skills
  • Confident telephone manner
  • Problem solver and logical thinker
  • Ability to multitask and work under pressure
  • Experience in working a scheduler desirable

Benefits:

-
23 days holiday plus bank holidays, rising to 28 day

  • Discounts and savings hub
  • Healthcare cash plan
  • Death in Service
  • Cycle to work scheme
  • Robust Employee Assistance Programme
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