Overview

Service Delivery Team Lead
Location – Chertsey
Salary – £ 33,000 – 39,000 PA
Duration – Permanent
Benefits: Car allowance  £5,300,  Income Protection – 50% of monthly salary for 5 years (benefit basis increases to 75% upon 2 years’ service), Pension – DC Scheme – Employer contribution 8.5%, Employee 4% min, Life Assurance – 4 x salary, A volunteering day each year, Flexible Benefits – £50 per month contribution – this includes travel insurance, gym membership, payroll giving, season ticket loan facility, taste card, dental insurance, Holiday – 25 days per annum plus bank holidays, Access to staff sales discount and Reward Plus discount shopping.

Summary of a Service Delivery Team Lead
This role is to lead the CE side of the Service Delivery team, by supplying the technical content to all partners, through the technical team, which allows those functions to offer the best solution to our customers, plus being responsible for the CE network of partners, from an administrative point of view and face to face field management.

Responsibilities of a Service Delivery Team Lead
• Deliver the results to target on the main critical metrics
• Customer Repeat Repair Ratio
• First Time Completion
• Multi Part Usage
• Customer Satisfaction
• Supervise and Manage Service Cost Ratio
• Excessive Long Term Pending
• Technical Bulletin Adherence
• Reduction in Beyond Economic Repair jobs
• Home Appliance Smart Service
• Diary Management
• Being responsible for the management of the pending Work In Progress, ensuring all aged jobs are completed as soon as possible, through the network support function and field team
• Build a robust network within the CE field, that can offer a flexible, consistent and great customer service offering, delivering repairs first time and on time, whilst following brand guidelines at all times
• Increase the usage and adoption of component level repair within the TV network, to provide reduced costs, as well as better solution for customers, by providing the technical tools and know-how to make it happen
• Communicating all changes and expectations out to the network of partners, which are consistent and acknowledged expansive of contract management and conferences
• Support the CE experts in the team to build and distribute the technical content to aid the Field Network
• Ensure that audits are carried out in line with expectations and completed as per guidelines

 

Key competencies of a Service Delivery Team Lead
• Proven track record in management of a diverse team
• Worked within a large organisation
• Able to communicate across multiple platforms at a senior level
• Good communication skills and attention to detail
• Self-motivated and able to work with minimum direction
• Prepared to challenge the Status Quo
• Able to empower a team
• Hard skills/experience required
• Understanding of technology, retail industry and the support industry
• Degree level education
• Knowledge of Microsoft Office Suite
• Worked within a multi-cultural environment

 

Please note: As you can appreciate we are currently overwhelmed with applications and we can therefore only contact those applications that have relevant skills for positions that we currently have available. Should you not hear from us within a week, you have been unsuccessful on this occasion.
March Recruitment is an equal opportunities employer and complies with all relevant UK legislation. If you are successful in your application, you will be required to attend a full registration with one of our Consultants which will involve you providing a current passport, any relevant visas and completing relevant tests and a full competency based interview.
Please note that by applying for this vacancy you accept March Recruitment’s Privacy Policy and GDPR Policy which can be found on our website and therefore give us consent to contact you.

Consultant – Charlie Shepherd

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