Client Services Team Leader

This multi-award winning, innovative, privately owned company produces estate management portals for some of the UK's most prestigious property brands & iconic landmarks, such as The Shard & Hyde Park Estate. They are reimagining how properties can be run using new technologies, doing away with outdated manual processes.

About the Role:

The Client Service Team Leader is the central point of contact for client queries including content management, training queries & functionality queries. The Client Service team sets the standard of behaviour for customer engagement, playing a key customer advocacy role, developing & delivering services that support customer needs and inform IT services objectives. The team act as customer champions, offering specialist advice & support on IT related issues whilst providing customers with the best possible service & conveying a sincere willingness to help.

Responsibilities include:

- Answer support queries via phone & email
- Monitoring & supervision of support staff.
- Monitoring & adhering to strict SLA's.
- Responding to & Monitoring various software platforms
- Logging of customer requests & incidents
- Diagnosing & rectifying technical problems& queries following first line fix criteria & where possible resolving at first call
- Provide applications & infrastructure support to our growing client base
- Manage third party vendors & suppliers
- Setting up new users' accounts and profiles & dealing with password issues
- Resolve incidents with printers, scanners, signature pads & upgrade different types of software and hardware
- Working with senior engineers on escalated tickets.
- Logging & escalating calls with third parties where required, ensuring communication back to the customer

Requirements:

- Exceptional customer service & confident communication skills
- Enthusiasm & willingness to learn
- Excellent teamwork skills
- Knowledge of MS Office
- Excellent written, typing & verbal communications skills
- Excellent organisational & mentoring skills
- Attitude of doing whatever it takes to get the job done (not a clock watcher)
- Attitude of constantly wanting to improve as IT is everchanging & new technologies emerge

Benefits:

As well as engaging work & exciting long-term opportunities the company has a relaxed working environment, with a casual dress code, monthly staff socials & free beer Fridays. There are plenty of staples available like free breakfast cereal, soup for lunch, a well-stocked cookie jar & sweetie bowl & a bean to cup coffee machine. The company also offers full time employees a private health scheme through AXA PPP. Every year we also have a lavish Christmas dinner!

Application:

Applications will be considered on a rolling basis. This company is an equal opportunities employer & welcome applications from all suitably qualified persons regardless of race, sex, disabilities, religion/beliefs, sexual orientation or age.

No canvassers or recruitment agencies please.