Service Delivery Team Leader Kenn, Avon Type Permanent, Full Time

**Service Delivery Team Leader**

Apply Location Kenn, Avon

As Service Delivery Team Leader, you will act as the voice of the customer across the business and be responsible for establishing and maintaining operational relationships with our customers to provide exceptional end-to-end service support. You will drive continual service improvement and ensure all team members are meeting and exceeding service standards. As a senior team member, it is your responsibility to ensure this is upheld by making sure SDMs respond quickly to the customers query ensuring they have clear, honest, and reliable

**About the Role**

**Main Responsibilities**

* Ensure the highest level of service is delivered to customers.

* Act as a point of escalation for customer queries

* Provide coaching and guidance to the SDMs.

* Instill best practice across the SDM team

* Aid management with reporting Cultivating excellent customer relationships with our strategic accounts, building trust and confidence in our services.

* Service review management, planning, preparation, reporting, CSAT management, using customer feedback to ensure customer needs continue to be understood, sharing the output with all key stakeholders to enable their current and future needs.

* Reporting of performance against internal KPIs and SLAs and identification of Service risks and mitigating actions with the support from key stakeholders.

* Ensure service improvement plans are in place to drive continual service improvement to enhance our services and support, driving customer excellence.

* Working with Project Delivery teams, hand hold all customers through service delivery from contract through to successful transition of services from delivery in to support

**About You**

**Personal Skills**

* Passionate about delivering customer excellence

* Ability to build and maintain excellent customer relationships.

* Ability to work on own initiative

* Ability to manage and lead an experienced team

* Understanding and experience of Service Desk processes and environment

* Excellent communication skills (written and oral) at all levels

* Ability to work in a high-pressured environment

* Ability to drive through change

* Innovative in respect of service quality and ways in which it can be improved.

* Willingness to go the extra mile and always seek self-improvement

* Understanding of ITIL Incident, Problem and Change Management processes

* Strong planning and organisation skills.

* Problem solving, ability to quickly acquire knowledge in new technologies.

* Process improvement mind-set

* Reasonable technical understanding and an ability to translate technical solutions and problems into easily understood concepts and vice versa

Glide started life as separate businesses delivering broadband, utilities and communications services to different markets across the UK. For decades, we have been known for delivering exceptional connectivity and original solutions to the best universities and biggest businesses in the country.

The Glide group is growing quickly, expanding our footprint across the UK and into Europe, and building original ways for our customers to connect. We want people with conviction and confidence to take cutting edge products with enormous potential from our demo room to the feature-rich properties of the future.

Were specialists in delivering market-leading, super-fast and reliable Wi-Fi and technical solutions for students, residential developers and businesses, the three sectors we know inside out. Glide is more than the sum of its parts. Were a big group with the energy and ingenuity of a small business.

**Benefits**

We believe in our people they're what makes Glide the best place to work. Thats why we offer extensive benefits:

* 25 days holiday (and Bank Holidays). Plus, an extra day off for your birthday.

* Pension Contributions.

* Private Medical Insurance is available for every employee.

* Life Insurance cover.

* Discounted Gym membership for employees in the Clevedon and Stoneleigh offices.

* Cycle to Work scheme will be in place by August 2021.

* Opportunities to progress within the business.

* Long Service rewards: each 5 years theres a bonus.

* A generous employee referral bonus.

* Regular social events throughout the year, including Summer BBQs, Away Days and a truly epic Christmas Party.

* At Glide, staff are genuinely recognised for their hard work and contributions and these are celebrated with monthly Golden Awards, End of Year Awards and other awards throughout the year.

**Values**

At Glide, brand values arent *just* words on a wall. They are at the heart of our culture and shape how we behave, how we recruit and how we support each other and our customers.

Each value is brought to life through our behaviours. Our behaviours make it clear how to speak to our colleagues and our customers, how we act towards each other and how we define being a Glider.

**Stand Together:** Like a family, we value togetherness, put the group before ourselves, welcome diversity and always work hard to make sure everyone feels like they belong.

**Act Bravely:** We dare to do things a little differently. We believe in each other and inspire the people around us to push themselves out of their comfort zones, to do things with courage and conviction, to grab life by the horns and to have total confidence in themselves.

**Care Whole-heartedly:** If we fall down on customer experience, nothing else we do matters. Thats because customer loyalty is hard won and easily lost. The difference boils down to caring about the things our customers care about, always taking the time to make life simpler for them, and going out of our way to connect and give them more than theyd expect.

**Live Vibrantly:** Were no ordinary company, and our culture reflects that: we believe that having fun, getting on with each other and not taking life too seriously is just as important as working hard.

**Be Tenacious:** Its about more than hard work and graft we never rest on our laurels. We are an unstoppable team that know we can always do better and more than what we achieved last week, month or year.

**Think Unconventionally:** Staying open-minded, defying predictable ways of doing things, outsmarting the competition and cracking on with enthusiasm and positivity is how we approach everything, every day.