Job description


  • Entry level
  • No Education
  • Salary to negotiate
  • Leicester


Tate are recruiting for a Customer Service Supervisor to join our fantastic client based in Leicester.
This is a great opportunity for an individual with Customer Service experience.


· Effectively manage large amounts of incoming calls and be the first point of contact for the first and second line team.

· Providing appropriate solutions and alternatives to issues (if an option) within the SLA time limits and follow up accordingly to ensure resolution.

· Monitoring performance of first line and second line team using the skills matrix, identify gaps in knowledge and ensure appropriate training is provided.

· Escalating any major concerns with the team to the Operations manager and provide suggestions/ feedback on how to rectify.

· Completing quarterly reviews for the team, and manage any day to day concerns.

· Ensuring that the service provided to the end users of the systems is of the quality expected and to address any concerns directly with the Support team.

· Prioritising own workload, multi-task and manage own time effectively.

· Understanding the priority levels for calls through to the Helpdesk and ensure that the escalation process is followed accordingly.

· Fully understanding the needs of the end users and come up with solutions to their needs.

· Managing the expectations of end users, progressing calls that could turn into wider problems, identifying training needs, and coming up with solutions to these issues.

· Building strong relationships with users and clients through proactive communication.

· Reviewing the Solutions in the knowledge base and ensure these are accurate and legible.

· Identifying opportunities for upsell of products.

· Representing, promoting and maintaining a positive attitude and image for the Helpdesk team.

· Keeping up to date with external factors concerning the company, especially in the Financial Services sector.

· Ability to work in an ever changing, fast paced environment, and adapting to this quickly and efficiently.

· Ensuring product knowledge is always up to date, and asking for additional support if/when needed.

Essential Skills:

· Customer service experience

· Excellent telephone manner

· Technical understanding

· Organisational and planning skills

· Ability to work under pressure

· Self-motivated and pro-active

Salary & Benefits:

· Working hours are Monday-Friday
- 09:00am till 17:30pm

· Free on-site parking

· Salary up to £25,000 depending on experience

Tate is acting as an Employment Agency in relation to this vacancy

  • customer service
  • helpdesk