The largest transformation in Europe is looking for a Team Leader to carry out or assist in carrying out services to meet specified service levels and customer needs covering investigations, development, implementation, support, maintenance and training as appropriate.

1. Manage resources to ensure that KPI05 (GOS) KPI's is achieved each month and ensure that the customer service is of a high standard in line with customers expectations.
2. Provide an effective point of escalation for direct reports, customers and Service Birmingham service contacts in respect of service delivery issues
3. Deliver more value from the cost base through productivity improvement
4. Develop, manage and maintain effective working relationships with key service delivery.

Provide effective management and leadership to ensure provision of an integrated and open working environment where the Incident Handlers are service excellence focused, motivated and feel encouraged to take on new challenges and develop their skills
Maintain appropriately skilled resource levels on the Incident Handling teams Centre, taking into consideration transitional and existing business requirements.

•Experience of leading a team in supporting users in a first line capacity or Service Desk experience.
•Assyst experience or experience on another ITSM Toolset essential
•Knowledge of Teltronics and/or other telephony systems associated with call centre environments
•Minimum of 2 years staff management experience
•Minimum of 18 months experience of working to ITIL standards

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with Capita Resourcing.





Capita Resourcing encourages applications from individuals from all backgrounds.