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Support Team Leader / Customer Service Team Leader

Job Reference:
Recruiter Name:
Parkside Recruitment
Job Type:
Helpdesk / Support, IT
£33,000 per annum
England, Surrey
Contract Type:
Date Posted:

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Support Team Leader - Kingston upon Thames - £33,000

I am currently recruiting for a Financial Services Software organisation based in Kingston upon Thames for a Support Team Leader to assist the Support Manager in overseeing the day-to-day running of the team, as well as
acting as a 2nd line and 3rd Line Support Team analyst.

Key Responsibilities

  • Ensure that all team related issues are resolved as far as possible or escalated to Support Manager.
  • Provide assistance and knowledge transfer to other members of the team.
  • Help desk support including processing support cases as escalated from 1st line support or allocated directly to 2nd line.
  • Logging call events on internal system, using own initiative and taking ownership of queries.
  • Investigating and resolving queries where possible or escalating them through agreed channels where necessary.
  • Liaising with the other teams on the resolution of queries.
  • Testing new software functionality developed and assisting the quality assurance process.
  • Creating and reviewing help files to assist clients using the system and provide knowledge base article content for iO Communities.
  • Liaising with the Account Management Team and other key members of staff on improving business processes.
  • Assisting with remote telephone training for new users, when applicable.
  • Supporting the Account Manager with client liaison.
  • General administrative duties.
  • Working on continuous improvements to further develop the Support Team

Knowledge required

  • Maintain sufficient knowledge of Intelligent Office functionality and industry products and practices as required to resolve 1st line cases.
  • Seek to continuously enhance knowledge of Intelligent Office and industry so as to provide additional support as required.
  • Database understanding/awareness
  • Preferred: - Advanced Excel - SQL - Knowledge of 'Splunk' would be a distinct advantage

Skills and Experience required

* Extensive Intelligent Office support experience.
* Previous experience in the financial services industry is a distinct advantage.
* Excellent customer relationship skills essential.
* Proven good computer skills essential, including knowledge of the Microsoft Office
* Motivated individual with good time management and prioritisation skills.
* Ability to work in a very busy environment.
* Excellent attention to detail.
* Excellent telephone manner.
* Exceptional communication skills, both oral and written.
* Demonstrable good leadership and interpersonal skills including delegation,
motivation, diplomacy, persuasiveness and resource management.

Parkside Recruitment Ltd is acting as an Employment Agency in relation to this vacancy. Parkside Recruitment is an Equal Opportunities Employer.

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