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Service Support Team Lead

Date: 18-Feb-2021

Location: Oxford, GB, OX4 4DQ

Company: Nominet

 

NEVER HEARD OF NOMINET?  

  

Our name may not be familiar, but you probably use our services every single day – ever visited a website ending in a .uk?  

We’ve been running the national internet namespace for a quarter of a century, sitting proudly at the heart of the UK's critical digital infrastructure.   

Such a responsibility requires world-leading cyber security and we’re gaining a reputation for our innovative new security solutions, protecting our own systems and beyond.  

But we’re also a profit with a purpose business. We invest in making a positive impact of the lives that are being most disrupted in our digital age: young people. We’re known as one of the UK’s leading ‘tech for good’ funders and the commitment to building a connected, secure and inclusive digital future drives everything we do. It’s not just rhetoric – ask our staff.  
   

THE BEST BITS  

  

At Nominet you can expect a competitive salary (depending on experience of course), plus excellent benefits including 30 days holidays, Healthcare, Pension Scheme, Life Assurance, Wellbeing allowance, Flex benefits and an onsite fitness classes and studio.  

  

ABOUT OUR ROLE  

 

As our Support Team Lead within Cyber Solutions, you will be managing a small (but growing) team of passionate and highly motivated Customer Resolution Advisors who operate on the front line providing exceptional customer and technical support to our ever-growing list of major Government customers. 

 

WHAT YOU’LL BE DOING

 

Your role will be to Lead and develop the team ensuring they are equipped to deliver service excellence and grow their careers at Nominet. From a delivery perspective, you will proactively manage and resolve escalations, all whilst ensuring we continue to meet / exceed our SLA commitments through effective support, process, and system enhancements. You’ll safeguard continuous service, working with our support partner to ensure seamless out of hours support which will be vital to our success.

 

ABOUT YOU 

 

You will have experience in a hands-on customer support environment, ideally in working with high profile Government customers. However, we know everyone has unique skills to bring to a role at Nominet. We want to hear about yours. 

 

 

 

  • ITIL service management experience 

  • Experience of establishing, implementing and maintaining KPIs/ SLAs 

  • Experience implementing and improving processes and procedures. 

 

Sound enticing? Then please take the first step and hit apply. We look forward to hearing from you! 

 

APPLICATION PROCESS

 

ONLINE APPLICATION>>VIDEO INTERVIEW>>FACE TO FACE INTERVIEW>>JOB OFFER

Please note: As part of the job application, you will be asked to complete a brief online application form and profile.


Job Segment: Technical Support, Technology