1st Line/2nd Line Supervisor

1st Line/2nd Line Supervisor

Location: Basingstoke

Salary: 34,000 - 38,000

My client is a dynamic and fast paced telecommunications business and they are currently looking for a 1st Line/2nd Line Supervisor to come on board and join their friendly team. You will join a Service Assurance Team where comprehensive training and support will be provided, where you will be working alongside a focused and driven team keen to enable your success.

You will triage and support all customers reporting issues, to assist in ensuring the efficient working of the in-house Service Assurance team while delivering exceptional customer service to our clients. You will also assist the Manager in driving the team forward, providing advice and guidance, acting as an escalation point for customers and suppliers whilst also providing reports on team performance.

Key Responsibilities:

Ensure all faults are dealt with efficiently and that the fault is triaged, reported and resolved within SLA.

Maintain relationships with key partners, ensuring we provide a unified service from supplier to client.

Ensure constant improvement of customer experience and Service Assurance knowledge.

Develop, implement and maintain procedures of best practices and standards.

Understand analysis reports and analysis of the team

Monitor issues to define patterns and work to lessen these recurring issues.

Manage process for communicating service affecting issues to the organisation and our clients

Maximise efficiency.

Identify own training requirements.

Ensure all MI is updated

Skills & Experience:

Positive can-do attitude

Proven problem-solving attitude

Excellent communication skills, both written and verbal

Strong customer service skills

High level of attention to detail

Strong organisational and decision-making skills

Ability to work independently and as part of a team

Interest in Technology & Innovation

IT Literate