Helpdesk Team Leader; UKSV

point of contact and the voice for UKSV - you will be responsible for assisting our customers and applicants with a range of vetting queries (c.20
enquiry lines) over a variety of different channels and be our first point of contact
for any customer complex queries. You will be monitoring
real-time demand and reporting performance data. You will also act as Team Leader to a team of advisors, monitoring performance and
productivity, handling any initial customer escalations and providing line management support.

• Be the face of UKSV and first point of contact resolution for UKSV customers through all access channels for all enquiries - providing professional advice and assistance relating to the delivery of UKSV services
• Process high volumes of customer enquiries via telephone, email and digital channels, without compromising quality
• Manage a team of AO Helpdesk Agents, overseeing performance / productivity and providing line management support
• Problem-solve and achieve positive outcomes for customers in a timely manner
• Manage and report on all intraday performance stats
• Consistently deliver to customer service Key Performance Indicator targets and service standard targets, taking a proactive and positive
  approach to Customer Care and ensuring satisfaction
• Carry out all administration and coaching functions relative to customer services effectively and within agreed service standards. Promote
  and maintain excellent customer relationships, adopting a customer focussed approach at all times.