Service Support Lead
Service Support Lead
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Salary Not Disclosed
1 Vacancy
Job Description
About the Role
Are you passionate about delivering exceptional customer support and leading by example Were looking for a proactive and organised Service Support Lead to join our fastpaced Service Desk team.
In this key role youll take ownership of customer support tickets from start to finishensuring theyre handled efficiently in line with SLAs and to the highest standard of customer service. Youll lead by example helping to drive productivity improve response times and support the Service Desk team in meeting customer expectations.
If youre ready to take the next step in your service desk career within a vibrant and fastgrowing organisation we want to hear from you!
Key Responsibilities
- Take ownership of customer tickets aligned to your Service Desk team ensuring SLA targets are met
- Monitor prioritise and manage incoming tickets to maintain efficient ticket flow
- Investigate escalated issues and implement appropriate resolutions
- Ensure all customer communications are timely courteous and professionally logged
- Liaise with customers Account Managers and internal teams to address queries complaints and sales opportunities
- Review ticket details for accuracy and completeness to ensure smooth progression
- Track ticket trends report areas of concern and recommend process improvements to the Service Desk Manager
- Hold regular 1to1 meetings with service desk engineers to support development and performance
- Maintain a positive customerfirst approach across all interactions and communication
- Monitor ticket queues and ensure any bottlenecks or stalled issues are resolved swiftly
- Ensure complaints are properly investigated recorded and managed according to company policy
- Promote continuous improvement by analysing performance stats and identifying better working practices
- Assist with any other duties aligned to the needs of the Service Desk function
Qualifications :
What Were Looking For
Were seeking a confident and customerfocused individual with a passion for delivering outstanding service and supporting team success. To thrive in this role youll need to bring a blend of strong communication organisation and leadership skills along with a proactive and collaborative approach.
Key qualities and experience were looking for:
- Previous experience in a customer service or service desk environment
- A strong team player with excellent organisational and leadership abilities
- Confident communicator with an excellent telephone manner and the ability to build positive relationships at all levels
- A commitment to delivering firstclass customer service
- Strong administration skills ideally from a similar role
- Comfortable using Microsoft Office applications and other digital tools
- Able to remain calm under pressure manage competing priorities and handle escalations effectively
- Analytical mindset with the ability to interpret data and identify opportunities for improvement
- An understanding of basic IT terminology is desirable but not essential
- If youre someone who thrives in a fastpaced environment and enjoys making a real difference to customer experience and team performance wed love to hear from you.
Additional Information :
Additional Information
At Wavenet we offer more than just a job we provide an exceptional environment and a wide range of benefits to support your success from day one. With us youll enjoy a generous starting annual leave allowance private medical coverage discounted health plans an eye care scheme and comprehensive health and wellbeing programs all backed by a dedicated inhouse Wellbeing Team.
We believe in a strong worklife balance rewarding your commitment with an additional day of annual leave each year reaching up to 28 days. Heres a closer look at what we offer:
- Hybrid Working: Flexibility matters. Our hybrid model lets you choose a blend of home and officebased working so work fits seamlessly with your life.
- Annual Leave: Begin your journey with 25 days of leave increasing by one day per year up to 28 days our way of saying thank you for your dedication.
- Health & Wellbeing: Your wellbeing is a priority. Enjoy private medical coverage discounted health plans virtual GP access an eye care scheme and a comprehensive employee assistance programme all supported by our internal Wellbeing Team.
Ready to join the UKs largest managed service provider
Apply today or contact our friendly Talent Acquisition Team for more information.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
