Customer Support Shift Lead

WHAT YOU’LL BE HANDLING

• Ensure shift cover is always maintained, including working with other Shift leads in planning for absence and holiday cover.
• Smooth handover from one shift to another, and responsible for completing and distributing the shift report to all relevant stakeholders
• Ensure all shift documentation, logs, and reports are completed accurately and submitted on time.
• Maintain excellence in ticket resolution and management, verify that all tickets closed during the shift contain complete and accurate information, including actions taken, solutions provided, and root causes identified (if applicable).
• Enforce adherence to remote services protocols during major incidents, including P1 procedures and the capture of WCS logs.
• Manage escalation to 3rd level and the wider management team and act as, or assign, an Incident Manager or Coordinator for the Remote Services team during high-priority incidents.
• Schedule and complete 1-2-1 meetings with all direct reports
• Complete annual PDI’s and training and development plans for all direct reports.
• Identify own and team members development and training needs.
• Work closely and collaboratively with the Customer support Team Leader and Customer support manager on continuous improvement and continued staff development, in order to future proof the provision of service excellence within an ITIL framework.
• Promote a customer-first mindset, emphasizing that every customer interaction is a request for our help and an opportunity to deliver exceptional service.

WHAT YOU’LL NEED

Required

• Experience as a customer support engineer within a remote services team
• Experience of managing or mentoring others 

Preferred 

• Experience in an automated warehouse environment