We’re seeking an experience Customer Services professional to join our team in Stockton-On-Tees. The role will suit an individual who that thrives on challenges presented by fast paced environments within a supportive team. We have a career opportunity for a Service Desk Team Lead who will oversee a team working 24x7 shifts and based maintain critical applications which are running 24 hours a day. As the successful candidate, you will have full autonomy for resolving incidents and service requests reported by our customers and achieving first line fixes where possible. You will escalate issues and work with other business units and 3rd parties as required. You will support the recruitment, development, and training of staff and will oversee day-to-day operational service delivery against SLAs which include monitoring and reporting on KPIs.
What we’re looking for in you:
You will already have proven experience working in a call centre environment at a Team Lead level ideally within an IT or Technical helpdesk environment. You will hold an ITIL Foundation level qualification or above (as a minimum). You will have an active interest in Tech which will benefit your understanding of Cubic products such as card readers and station gates. You will demonstrate a natural problem solving ability, excellent communication skills and an appreciation of the changing landscape and fast paced nature of the transportation industry.
How was your commute today?
Roughly 54% of the current global population live in urban areas. Here’s a challenge! By 2050 that population will increase to 9 billion with 66% calling the urban environment home. Make what you do matter, every day. Be a part of Cubic’s vision by developing technology aimed at helping billions of travellers move more easily within and between the world’s major cities. We are a leading integrator of payment and information solutions. That means travellers make smarter travel decisions and transportation agencies manage demand across the entire transportation network - all in real time. Take a major customer like TfL (Transport for London). It trusts us to provide the technology needed for their passengers to move freely and easily across its network of buses, train and underground stations and roadways. Be it London’s Oyster, Sydney’s Opal or Chicago’s Ventra, our contactless payments and traffic management systems keep the transport network moving. We challenge ourselves to remain at the forefront of our industry and continually develop new tools to keep up with ever-changing technologies and the growing demand for simpler travel solutions. That’s a big task and we need your help.
What you need to know:
You will be employed on a full time, permanent basis from our accessible offices in Stockton-on-Tees (a 5 minute drive from the A19 or a 10 minute walk from Thornaby train station). Working hours will be based around a rotating shift pattern including night and weekend work; therefore you must be able to work flexible hours and have access to transportation to allow you to travel during non-peak times. You will be rewarded with a competitive basic salary and benefits including contributory pension scheme, medical cash health plan, free onsite parking and annual salary reviews. You will join a friendly team which promotes a supportive team-based environment and opportunity for further development.
How to apply:
Please click the apply button below to submit your application for this exciting opportunity and a member of our recruitment team will be in touch.
[NS1]Have removed this because it is not defining required experience but rather outlining remit of the role. So not relevant here.
- Customer Service
- Service Level Agreements
- Ticketing Systems
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