Customer Service Team Leader, Service Transition, SC, ITIL, Support

Posted 11 October by Haybrook IT Resourcing Ltd
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Customer Service Team Leader, Service Transition, SC, ITIL, Support

We have a new job vacancy available for a Customer Service Team Leader for a growing IT Managed Service Provider company based near Shrivenham (just outside of Swindon). The Customer Service Team Leader will be given a career development plan that will aim to progress and help you grow your career within the company.

On a day to day basis, the Customer Service Team Leader / Coordinator will provide important administrative support to the Customer Service Manager and Team. Primary responsibilities of this Customer Service Team Leader role will be to coordinate Customer queries/escalations in a professional and timely manner and ensure the accurate distribution of Customer documentation to fulfil the contractual obligations to all Customers.

Being involved in a busy MSP environment, the Customer Service Team Lead will get the opportunity to work with various teams in a friendly environment for a company that is renowned for its internal staff development and progression.

The ideal Customer Service Team Leader / Coordinator will have:

  • Commercial experience working in a Customer Service focused environment.
  • Excellent telephone skills and able to demonstrate a confident and professional attitude when communicating with Customers and internal Managers.
  • Ability to motivate and build strong relationships with colleagues to deliver professional, high quality services that gives consideration to the Customer experience throughout.
  • Familiarity with Service Delivery standards and frameworks (eg. ITIL)
  • Strong Customer focus - demonstrating a thorough understanding of the Customer needs and able to build effective relationships with customers at all levels.
  • Ability to create/review/amend Customer facing documents and deliver to meet contractual obligations.
  • Working knowledge of MS Office products (Word/Excel/PowerPoint/Outlook)

Responsibilities of the Customer Service Team Leader include;

  • Review and distribute monthly Service Management Reports for all Customers.
  • Provide a single point of contact for Customer queries/escalation by phone/email.
  • Maintain and enhance existing relationships between the company and its customers.
  • Assist the Customer Service Manager with the collation of Service Review Presentation Packs.
  • Assist in developing the Customer satisfaction process to ensure that it is continuously measured, recorded and communicated.
  • If required attend Customer Meetings either by phone or face to face
  • Service Transition -Liaise with internal teams to ensure new Customer reporting requirements are understood during the service transition process.
  • Continual Service Improvement
  • Provide a single point of contact for escalated incidents and problems for customers, internal staff and suppliers

*This Customer Service Team Leader role does require candidates to be eligible to pass SC Clearance.

This role is based in Shrivenham, just outside of Swindon. It’s commutable from a range of locations including: Oxford, Newbury, Hungerford, Witney, Faringdon, Kingston Bagpuize, Bristol, Cirencester and many more.

If you have the relevant skills and experience and are looking for a new challenge then please apply now for immediate consideration!

Customer Service Team Leader, Service Transition, SC, ITIL, Support

Referral Scheme: If this role isn’t for you then perhaps you could recommend a friend or colleague to Haybrook IT. If we go on to place that person in a permanent or temporary capacity then you could be rewarded with £500!! Please see our website for terms and conditions.

Haybrook IT Resourcing is Oxford’s leading IT recruitment agency. With exclusive access to some of the region’s most successful companies, send in your CV today to secure your next IT position.

Haybrook IT Resourcing Ltd acts as an employment agency and an employment business.

We value diversity and always appoint on merit.

Required skills

  • Customer Service
  • ITIL
  • SC Clearance
  • Technical Support

Reference: 35670368

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