IT Customer Service Lead - Hybrid Working

Location: Sheffield, South Yorkshire

Posted: 1 day ago

Category: Express Recruitment are pleased to be working alongside a leading IT service provider who have cutting edge service products for hosting worldwide.

The successful candidate will have a service background within technology providing outstanding leadership and support for operational teams, leading customer service and support teams to ensure exceptional service delivery and seamless communication with clients.

Alongside a competitive salary of up to c£55,000 there is a range of company benefits on offer including hybrid working, 25 days holiday plus birthday off every year plus bank holidays, retailer discounts both online and in store, volunteering days and regular recognition incentives.

Key Responsibilities:

• Lead and manage the customer service and support teams, always ensuring the delivery of excellent service to clients.
• Oversee the end-to-end service delivery process, ensuring timely and effective resolution of customer issues.
• Monitor and manage escalations, ensuring that complex issues are addressed promptly and efficiently.
• Utilize ticketing systems to track, manage, and report on customer inquiries, ensuring timely follow-up and resolution.
• Collaborate with other departments (e.g., IT, Development, Sales) to ensure customer needs are met and exceeded.

Skills & Experience:

• Proven experience in a customer service leadership role, preferably within an IT service provider or technology-related environment.
• Strong understanding of service delivery, escalation management, incident management and ticketing systems (e.g., Zendesk, ServiceNow, Jira).
• Excellent communication, interpersonal, and problem-solving skills on all senior levels.
• Ability to manage multiple priorities in a fast-paced, customer-focused environment.

About Express Recruitment:

Express Recruitment has been offering exceptional recruitment solutions across the East Midlands since 1987, "exceeding expectations every time" of over 267,000 candidates.

We supply a diverse range of sectors including Engineering, Technology, Professional Services, Languages, Sales & Marketing, Call Centres, Commercial, Manufacturing, Local Authority, NHS, Education and Voluntary organisations.

Vacancy Summary:

Hours: Full Time, Monday - Friday, 09:00 - 17:00

Salary: Up to c£55,000 Per Annum D.O.E.

Location: Sheffield, South Yorkshire

Job Type: Full Time, Hybrid, Permanent

Unfortunately, we are unable to contact all candidates due to the large volume of applications we receive. If you have not heard from a consultant within the next three days, please assume that you have not been successful on this occasion. Please do not hesitate to apply for other suitable roles in the future.

This vacancy is being advertised on behalf of Express Recruitment Ltd. The services advertised by Express Recruitment Ltd. are those of an Employment Agency.