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Team Leader

Location: UK - Milton Keynes (old) | Job-ID: 59104 | Contract type: Standard | Business Unit: IT Service Desk

 

Job Role

An opportunity has arisen for a Team Leader to join the Santander Helpdesk team in Milton Keynes. 
Santander is a top 5 UK Services account with a contract that runs to May 2022, with an option for a 2 year extension beyond that. The service is a mix of outcome based on site delivery and a sizeable Managed Resource (ROD) element requiring in excess of 200 CC permanent or agency contractor staff across the UK.
We are looking for an Team Leader who can demonstrate previous knowledge / experience of managing on site outcome based services in a demanding customer facing environment. The individual will be part of a team of 5 Helpdesk TL’s based at the client site in MK 5 days a week (although currently WFH during COVID) and I am looking for someone with strong organisational and communication skills, has a high-level attention to detail and someone who is self-motivated and customer centric. Evidence of strong people management skills will be an essential requirement for the successful candidate. 
The main responsibilities of the role are:
 
•    Produce and analyse management reports to allocate work and report on trends
•    Resolve customer escalations in a timely manner to avoid disruption and  minimise business impact
•    Plan and distribute workload appropriately to ensure that business needs and deadlines are met.
•    Provide a secondary point of contact for escalations or issues for the contractual services team.
•    Responsible for the execution of Continuous Improvement Plans.
•    Support team via coaching & mentoring.
•    Share good practice processes and success with other business areas.
•    Ensure SLA’s & KPI’s are being adhered to and reporting on attainment, breaches or trends to contractual services team.
•    Provide clear, concise and relevant communication to ensure clarity of objectives and outputs required
•    Act in accordance with Computacenter and Santander Information Security Policies and report any potential or actual security events or other security risks to the organisation
 
Performance Indicators:-
 
•    Ensure Department meets SLA performance targets
•    Maintain & improve Customer satisfaction levels
•    Understand and adhere to policies and procedures
•    Demonstrate relevant Winning Together Values 
•    Responsibility for management of resourcing requirements
 
Knowledge and skills required:-

 
•    Advanced knowledge of Microsoft  Applications
•    Coordinate, organise and prioritise work activity for self and others 
•    Knowledge of people & operational management issues.
•    Excellent proven customer service skills
•    Excellent administrative skills and ability to analyse data and produce reports 
•    Excellent Interpersonal, literacy and numeracy skills.
•    Confident  building relationships with key stakeholder and senior management
 
General Skills:-
 
•    Ability to liaise with colleagues and suppliers at all levels of seniority
•    The ability to demonstrate key behaviours, such as drive, resilience and innovation.
•    A dynamic, ‘can-do’ approach to work.
•    The ability to guide and develop staff in line with agreed processes.
•    Self-motivated with the ability to initiate, prioritize and manage complex issues.
•    Excellent communication skills, both oral and written.
 
37.5 hours over 6 days required

 

Current information for our applicants

Business as usual? Not quite. Of course, the Corona crisis also presents us with major challenges.

 

However, we are broadly positioned across various industries, plan for the long term and have always been flexible in our approach to our customers, especially in times of crisis. Our core business is digitisation. We believe that this topic will continue to grow in importance for many companies in both public and private sectors.

 

That's why there are still areas of our business with clear hiring requirements – and we would like to bring talent like you on board! By the way, we have completely virtualised our application process and our recruiters remain available to you should you have any questions.

 

We are still looking forward to getting to know you!

 

About us

Computacenter is a leading independent provider of IT infrastructure services, with about 16,000 employees worldwide and a global revenue of £5.05 billion (2019). We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers’ infrastructures.

 

We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance.

 

Interested in joining a company with a strong sense of community?

 

We’re growing. We’re hiring. We encourage. We empower. We support.
#winningtogether

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