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Service Operations Team Lead

SIRO is a wholesale broadband provider, with 16 retailers selling our services. This role will primarily focus on management of inbound customer related queries and non-standard orders placed across the 27 SIRO Points of Interconnect (POIs) across the country. A driven individual who has a good attitude to their work will thrive in this environment.

SIRO Service Operations are responsible for delivering an in-home service which allows our retail partners to connect the end customer to the internet. This role has key responsibility for delivering and improving Customer Experience through the day to day management of the Service Operations associated activities.

Key Objectives / Accountabilities:

  • A good communicator, both internally to the team and externally to each of our retail partners
  • Able to manage high workloads & conflicting priorities and always present a calm exterior
  • Familiar with KPI/SLA standards, and a track record structuring activities to drive positive performance (which ultimately reflects customer experience)
  • Instil a strong customer focused mind set within the team, considering both retailers and end users
  • Demonstrate leadership at all times, and execute strong principles to drive learning and continuous improvement
  • Providing Tier 1 and escalation support in a friendly, customer-oriented manner
  • Understand customer needs and troubleshooting their issues in a clear, concise manner
  • Logging, tracking, prioritising and ownership of all reported issues, ensuring the accuracy of the information captured and the resolution of the issue to the customers satisfaction
  • Responsible for timely follow-up on outstanding issues and resolve escalated issues when required
  • Identify common problems, developing and applying solutions consistently
  • Ensuring Customer Experience is front and centre of every interaction

Requirements:

  • Experience in an in-home environment
  • Understanding of telco industry or utilities
  • Quick learner who has the ability to multi-task.
  • Enthusiastic and self-motivated as well as a good team leader and contributor
  • Proficiency in MS Office Applications, particularly Excel using pivot tables, clashing multiple data sources to find insights
  • Customer focused
  • Collaborates effectively
  • Excellent communication skills – comfortable communicating with our customers through all channels, verbal, written and face to face
  • Experience working with ITIL or an understanding of the framework
  • Experience of service desk leadership functions
  • Experience of incident and request management
  • Demonstrable experience of explaining technical issues, to both technical and non-technical audiences
  • Ideally has experience of working in a front-line support, first-line support, or Service Desk environment
  • Ability to plan and execute basic analysis and/or investigation
  • Demonstrates a professional and specialist culture, with a focus on accuracy of output
  • Ability to identify and interpret a range of information to make judgements
  • High integrity and strong work ethic
  • Ability to produce and present team weekly/monthly reports to illustrate performance
  • Bachelor’s Degree

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