Address
Form of work
Salary- Work as part of a split shift pattern (6am - 3pm/10am - 7pm weekdays + weekend work requirements).
- This role also offers a 1 day a week Apprenticeship - Level 3 Management
- Manage a team of Service Desk personnel, responsible for the processing of Site Access Permit requests on behalf of a major Telecommunicates Site Provider.
- Jeopardy management - work closely with the team to ensure high-risk tickets are processed before they breach their respective SLA.
- Pro-actively assign tasks and tickets to personnel based on the priorities of each shift.
- Lead shift kick-off and closing/handover calls to ensure continuity between shifts and ensure the targets/tasks for the days are understood and reviewed.
- Hands-on participation in processing tickets during high-volume periods.
- Available as part of management on-call rota.
- Manage customer escalations and Landlord communications relating to challenging site access requests
- Support with Automation initiatives to improve operational efficiency.
- Report on relevant SLAs/KPIs in relationship to the agreed levels where required.
