Customer Service Desk Shift lead

We're recruiting for a Service Desk Shift Lead to join a leading organisation on a 6-month fixed-term contract based near Heathrow. This is an excellent opportunity for someone with a strong customer service background and previous supervisory or team leadership experience to lead a small team of up to seven people within a fast-paced Service Management environment. You'll be responsible for ensuring exceptional customer service, supporting and developing your team, and overseeing the smooth running of each shift. This is an on site role working a 4 days on, 4 days off shift pattern, covering both days and nights.

What will you do?

• Lead, motivate and support a team of up to seven Service Desk Analysts, ensuring high standards of performance and customer service.
• Act as the first point of escalation for customer queries, incidents and service issues.
• Oversee daily operations, ensuring all activities are completed efficiently and to a high standard.
• Monitor workloads, queues and KPIs to ensure service levels are consistently achieved.
• Coach, mentor and develop team members, identifying opportunities to improve performance and capability.
• Drive continuous improvement by reviewing processes and implementing enhancements where appropriate.
• Produce customer-facing service reports and maintain accurate documentation.
• Build strong relationships with internal stakeholders to deliver an outstanding customer experience.

What will you bring?

• Previous experience within a customer service, contact centre or service desk environment.
• Experience in a Team Leader, Supervisor, Shift Lead or similar people management role.
• Excellent communication and stakeholder management skills.
• The ability to prioritise workloads and make decisions in a fast-paced operational environment.
• A proactive, solutions-focused approach with a passion for delivering exceptional customer service.
• Experience working to KPIs and service level agreements.
• Strong Microsoft Office, with the ability to learn new systems quickly.

If this sounds like you apply today!

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates