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Salary Location: Rotherham, Barnsley | Salary: £30,000 to £35,000 | Posted: 26 Feb 2024 | Closes: 25 Mar 2024 | Job Type: Full Time and Permanent | Business Unit: UK Central Government Services | Region / Division: UK & Ireland | Reference: 15367
ROLE RESPONSIBILITY:
Technical Support Manager
Hybrid Role, 3 days per week are required on site at our Customer Contact Centre, Wath upon Dearne, Rotherham, S63 7ER
£30,000 to £35,000 per annum
40 hours per week
About Us
Our G4S Customer Contact Centre in Wath Upon Dearne provides advice and support to the public on behalf of our clients. We have experienced rapid growth and are now a team of over 2000 people who spend their day helping people.
About the role
As Technical Support Manager you will be responsible for leading the Technical Support model within the Contact Centre. You will be expected to manage and lead the implementation and delivery of the Technical Support Model in line with customer specification.
Reporting directly to the Head of Support and Enablement, you will be expected to provide real time FPOC resolution, where able, to all buyer system issues and faults with escalation and tracking as necessary.
Key Responsibilities:
- Provide visible first-hand leadership to the System Support Officer community through communication, engagement, role modelling and mentorship.
- Ensure that all employees have the skills, tools, and knowledge to perform at their best.
- Manage direct reports effectively, delegating appropriately, ensuring their competencies are maintained and holding them accountable for the delivery of objectives and targets.
- Provide virtual triage support to all Contact Centre staff software related issues.
- Provide Virtual Experts who are trained to interact/connect with the advisor, Client, or G4S IT helpdesk to ensure technical issues are resolved quickly.
- Triage technical issues, individual or multi-user, to ascertain whether the issue relates to the advisor, G4S or client infrastructure.
- Follow defined processes to report issues with client systems and track and repots service affecting downtime.
- Manage and escalate P1 incidents that will be service affecting – invoking business continuity plans through the assurance manager where required.
- Work closely with the resource Planning and Training Manager to ensure that all new hires have the equipment and credentials required for day 1 training providing geographic new hire support in device and login credentials issue.
- Responsibility for the logistics management and asset tracking of G4S equipment and accessories to office and home-based users in conjunction with IT.
- Ensure a timely equipment return and reissue through the JML process using G4S IT return protocols.
- Manage floating hardware stock for immediate issue to reduce advisor downtime.
THE IDEAL CANDIDATE:
Essential Criteria:
- Experience in leading a 1 st line support triage team in a contact centre environment
- Sound general IT knowledge – skilled in excel or database management for asset management and MI
- Experience working with a ticket system (1st or 2nd Level Support)
- Experience in implementing and executing a first line triage process
- The ability and motivation to work on your own initiative, adhering to schedule and job requirements
- Demonstrable experience in and have a passion for Customer Service
- The appetite to work in a demanding environment
- A result and target driven mindset while using a logical approach to your work
- The hunger to work as a real team player and collaborate with the wider team
- Excellent communication skills, both oral and written
- Exceptional organisational skills and diligence
- To think creatively, always thinking “how can we”
- A strong desire to succeed and make a difference
About you
Leading by example. We are looking for a highly motivated and determined individual, with the ability to be resilient, confident with a tenacious can-do attitude, have the ability to embrace complexity and be a part of a busy and fast paced team.
The ideal candidate for this role will have an in-depth knowledge and experience of leading a 1st line support triage team in a contact centre environment.
In addition, you must be a versatile and hands on leader, able to demonstrate the ability to work to tight deadlines, maintain confidentiality and have the ability to provide visible first-hand leadership to the system support officer community through communication, engagement, role modelling and mentorship. Excellent written and verbal communication skills are a must, as well as the ability to work proactively and having critical thinking and problem-solving skills with a target driven mindset while using a logical approach to your work . It is key that you are flexible and have the appetite to work in a demanding environment. You must work well under pressure and have the ability and motivation to work on your own initiative, adhering to schedule and job requirements as well as the hunger to work as a real team player in collaboration with the wider team.
Benefits
While working for G4S, you are entitled to a number of benefits and offers from G4S partners and other organisations, from employee assistance provided through WeCare, to RAC cover and so much more, including the below;
- Progression, training and development catered to you.
- Charity work
- Refer A Friend incentives
- Company pension scheme with employer contributions.
- G4S Life Assurance Scheme.
- Subsidised healthcare plan.
- Charity work- Match-IT and Payroll Giving.
- Confidential Counselling Services
- 24/7 support specialising in health and medical
- Discounts on high street shops and brands including several leading high street brands, retailers and travel suppliers.
We encourage applications from people from all ages and backgrounds and aim to have a workforce that represents the wider society that we serve at G4S ESS. We pride ourselves on being an employer of choice. We champion diversity, inclusion and well-being and aim to create a workplace where everyone feels valued and a sense of belonging.
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