Service Centre Team Leader

Job description

Service Centre Team Leader (Customer Service / Operations) Location: Farnborough Business Park (Office-based role) Working pattern: 4 days on / 4 days off shift pattern (Rotating shifts, 7am–7pm / 7pm–7am) Hours: 38.5 hours per week Job type: Full time, Permanent Competitive salary + Shift allowance + Overtime + Full training – 25 days annual leave Telent are looking for an experienced Service Centre Team Leader to join our growing 24/7 Service Centre operation based at our Farnborough office. This role sits within the same division as our Service Desk Analysts and plays a critical leadership role at the heart of our service delivery function. The Service Centre operates as a single point of contact for a wide range of customers, supporting incident management, coordination, customer communication and service performance. As a Service Centre Team Leader, you will lead the Service Desk Analyst team on shift, act as a point of escalation, and ensure services are delivered in line with agreed SLAs, KPIs and operational processes. This is a people‑focused leadership role, not a technical IT role. Experience in retail, customer service, service centres, contact centres or call handling...