Job Description

At the heart of our Partner Care team we commit to positively engage and delight our clients. This is especially true for the Partner Care Team Leader (PCTL) role. The PCTL is responsible for providing high quality customer service to ensure smooth flow of issues and requests through effectively managing a team of Partner Care Advisors. The role of the PCTL is to motivate, coach, inspire, train and direct the Partner Care team on the best ways and approaches to relate to customers as they attend to their needs. This will include empathising with our clients, taking the time to understand their call and the context behind them. We ensure that expectations are agreed upon in a positive manner, reassuring our clients that we take ownership of the tickets being created. This approach not only fosters trust but also ensures that our clients feel valued and heard. We act with Integrity, to gain Trust, we Communicate well to deliver exceptional Service. ITCS.

Partner Care are our first impression of ITC and are instrumental in setting the tone for our client relationships. The Partner Care Team Leader is responsible for monitoring and improving the delivery of high-quality customer service to our clients, ensuring customer satisfaction and optimal effective use of our resources.

The Partner Care Team Leader will work closely with all teams to ensure seamless customer service delivery and continuous improvement of processes and procedures.

Essential skills and experience:

Knowledge of the IT sector, best practices, and MSP operations Management & Leadership experience Strong client-facing and communication skills, written and verbal Positive and energetic attitude Customer service-oriented with a focus on exceeding expectations Resilient and adaptable under pressure with the ability to prioritise Passionate about contributing to team success Eager to join an innovative and forward-thinking company Excellent interpersonal skills for building a strong rapport with clients and colleagues
Desirable skills and experience:

Experience using a Ticketing system / RMM Tool and PSA software Skills in Strategic & Resource Planning with an ability to think and plan ahead Experience handling Technical Service Tickets Experience and knowledge of working with the Microsoft 365 Platform Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc. Client Experience Certifications such as Helpdesk Habits etc. Experience working for a Managed Service Provider (MSP) or IT Support Business.
Job Types: Full-time, Permanent

Pay: 28,000.00-32,000.00 per year

Benefits:

Cycle to work scheme Free parking Life insurance On-site parking Private medical insurance
Ability to commute/relocate:

Hebburn NE31 2EX: reliably commute or plan to relocate before starting work (required)
Experience:

management: 1 year (required)
Language:

English (required)
Licence/Certification:

Drivers Licence (required)
Work authorisation:

United Kingdom (required)
Work Location: In person