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Client Support Team Leader

4 weeks ago

Kildare, Ireland SGS Full time
Company Description

We are SGS- the world’s leading Inspection, Verification, Testing and Certification company. We are recognised as the global benchmark for sustainability, quality and integrity. We have 99,600 employees across our 2,600 offices and laboratories worldwide, working together to enable a better, safer and more interconnected world.

Wherever you are, whatever your industry, our experts worldwide provide specialized solutions to make your business faster, simpler and more efficient.

Based in our office in Naas, Co. Kildare, you will be part of a dynamic team dedicated to delivering the highest standards of customer care, handling user queries, and remotely supporting customers from our central location.

Reporting directly to the Help Desk Manager, you will be responsible for overseeing our team of Client Support Agents. Your role will involve supporting our clients through monitoring, planning, training, reporting, and team development, with a primary focus on ensuring service levels and contractual performance indicators are met in line with SGS's expected service deliverables.

Job Description
  • Responsible for ensuring that all Operational & Quality Reporting deadlines are met.
  • Monitor and lead the team to ensure service levels are maintained daily.
  • Maximise staff potential by leading performance management and development initiatives.
  • Coordinate and participate in team training sessions, preparing and evaluating training materials as needed.
  • Act as the first line of support for your team and customers regarding any equipment or software issues.
  • Escalate technical issues to third-level support in a clear and timely manner.
  • Liaise with third-party providers and hardware support engineers when necessary.
  • Manage and resolve IT issues both locally and remotely across multiple contracts.
  • Participate in and contribute to workshops and process improvement meetings.
  • Develop, implement, and review scripts, standard operating procedures, and operational policies.
  • Coordinate the preparation of daily, weekly, and monthly quality, financial, and productivity reports.
  • Present service metric findings to the contract account manager.
  • Ensure all IT tickets raised are handled efficiently and in accordance with company procedures.
  • Coordinate and oversee the weekly team rosters and manage all leave requests.
  • Lead and manage client complaint handling in accordance with company procedures, escalating issues to appropriate staff for investigation when necessary.
  • Maintain and monitor operational policies and procedures.
  • Handle confidential information securely and in compliance with Data Protection legislation.
  • Ensure full compliance with the Company’s Code of Integrity & Professional Conduct, and always adopt behaviour in accordance with SGS Equality & Diversity policy.
Qualifications
  • A minimum of 2–3 years’ experience working in a Call Centre or IT-related industry.
  • A third-level or IT qualification is beneficial.
  • Previous supervisory experience is desirable.
  • Strong analytical and problem-solving abilities.
  • Fluency in both written and spoken English is required for telephone support.
  • The candidate should be able to work on their own initiative and as part of a team.
  • Excellent communication skills.
  • The candidate should have strong attention to detail, regardless of deadlines and service levels.
  • Knowledge of Windows Operating Systems (Windows 10, 11).
  • Microsoft or another technical certification is a plus.
  • A valid EU work visa or eligibility to work in Ireland is required.

Operational hours are 07:30 – 18:00 Monday to Friday, 08:00 – 12:00 Saturday on a rotational shift.

On occasion, it may be required to travel to alternative company offices for business or technical reasons.

Additional Information
An overview of some of the benefits available:
  • Comprehensive training program
  • Progression Opportunities
  • Pension
  • 22 days annual leave
  • Annual Tax Saver Tickets for Rail, Bus and Luas
  • Bike to Work Scheme
  • Employee Assistance Program
  • Digital Wellness Platform

To apply please submit your CV.

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