Team Leader - Digital Support

Position: Team Leader - Digital SupportLocation : Hybrid at New Milton, Hampshire, UK (needs to be a commutable distance from the office)Salary: GBP33,000 - GBP34,000 dependent on experienceHours : Monday - Friday, working 7 hours shifts between 7am - 7pm (35 hours per week) Flex on these to make sure you are in to cover supporting all the team at times so you can plan your own rota. Perks

• 25 days holiday plus bank holidays
• Private medical insurance for Self
• We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
• 24/7 employee assistance programme
• Family and friends' discounts on our services & products
• Pension Scheme, up to 4% Company matched
• Life assurance 2x annual salary

Role PurposeAs the Digital SupportTeam Leader, you will play a crucial role in managing and supervising the team responsible for providing exceptional Digital Support services to our customers. You will not only oversee the day-to-day operations but also lead and mentor your team members to ensure the delivery of outstanding customer service.Main Responsibilities and Activities1. Leadership Provide leadership and direction to the Digital Support Team. Train and onboard new team members. Set clear objectives and performance goals for the team. Conduct regular performance evaluations and provide constructive feedback. Foster a positive team culture, promoting collaboration and high morale.2. People Management Manage the scheduling and allocation of tasks to team members. Monitor and track individual and team performance metrics. Implement performance improvement plans and provide coaching as needed. Address team members' concerns and conflicts in a timely and effective manner.3. Digital Support Oversee the delivery of Digital Support services to customers, ensuring exceptional service quality. Collaborate with the Digital Support Manager and SME's, to stay updated on digital tools, platforms, and technologies to support the team in troubleshooting and assisting customers effectively. Escalate complex customer issues and coordinate resolutions as needed. Maintain a strong understanding of our digital products and services.RequirementsExperienceEssential Demonstrable experience of working with the public face to face and/or on the telephone. Proven track record of managing employees to include formal employee relation processes Has managed and lead teams of 12+ in a helpdesk environment or a contact centre Demonstrable experience of coaching, mentoring and developing new and less experienced employees. Proven experience of monitoring performance and developing and implementing service improvement projects. Proven motivational leader engaging employees to achieve high levels of performance. Ability to contribute ideas, suggestions and feedback to improve the service and to identify and implement service improvement projects.Desirable

• Proven work experience as a 1st line ICT Technician or similar role
• Understanding / experience of the Telecare industry
• Knowledge / understanding of relevant Telecare standards
• Knowledge of Telecare systems or processes in an operational or technical capacity
• Ability to provide concise documentation
• Knowledge of Cloud telephony

Skills, General & Special KnowledgeEssential Stakeholder management (internal & external) Ability to present to diverse audiences (internal & external) Ability to liaise effectively on a B2B level Project management skills IT literate using a wide range of different computer systems including MS 365 applications. Can interrogate and provide valuable management information from databases Involves and motivates employees to encourage teamwork. Recognises and deals with issues of underperformance. Can tailor communication style to suit that of the audience Effective decision maker Seeks obtaining feedback for continuous improvement. Ability to problem solve. Values and supports others. Service management knowledge and understanding Awareness of key HR policies, e.g. attendance management, managing performance, grievance procedures etc.Personal Attributes Ability to think outside the box to deliver results. Presents information clearly, concisely, accurately and in ways that promote understanding. Keeps people informed of plans and developments. Encourages and supports others to make best use of their abilities. Agrees what is expected of others and hold them to account. Articulates a vision that generates excitement, enthusiasm and commitment. Identifies and works with people and organisations that can provide support for your work. Works to develop an atmosphere of professionalism and mutual support. Recognises when there are conflicts, acknowledge the feelings and views of all Ability to work under pressure & too tight deadlines. Ability to deal with demanding customers in a sympathetic understanding and caring way. AmiableIf you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

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