Right across infrastructure, there’s a requirement to not only maintain, but also renew and reimagine. Whatever stage you’re at in your career, with us you’ll have an opportunity to grow and develop. Delivering essential infrastructure services for life, while being safety first, and client and customer centric in a friendly, fun and respectful environment where you are encouraged to thrive.
Telent are looking for an experienced Service Centre Team Leader to join our growing 24/7 Service Centre operation based at our Farnborough office. As a Service Centre Team Leader, you will lead the Service Desk Analyst team on shift, act as a point of escalation, and ensure services are delivered in line with agreed SLAs, KPIs and operational processes.
THIS IS A SHIFT- BASED ROLE - 4 days on / 4 days off, working 11-hour rotating shifts: 7am–7pm (days), and 7pm–7am (nights).
What you’ll do:
- Lead and support the Service Centre team while on shift, ensuring smooth and effective service delivery
- Act as the primary escalation point for customer issues, incidents and service concerns
- Take ownership of major incidents out of hours, coordinating internal teams and stakeholders through to resolution
- Ensure incidents, requests and queries are logged accurately and managed effectively
- Monitor call queues, workloads and resource levels to maintain service continuity
- Drive performance against SLAs and KPIs, escalating risks where targets may not be met
- Line manage team members, including 1:1s, coaching, performance management and development planning
- Manage rotas alongside other Team Leaders, including holiday planning and coverage
Who you are:
You are a confident, people-focused leader with a strong background in customer service or operational environments. You are calm under pressure, comfortable managing escalations, and motivated by delivering a high-quality customer experience.
Key requirements
- Experience in a customer service, service centre, contact centre, call centre or operational environment
- Confident communication skills, including handling escalations and difficult conversations
- Ability to prioritise, multi-task and remain effective in a fast-paced, 24/7 environment
- Experience supervising, leading or mentoring others
- Competent using Microsoft Office tools (Word, Outlook, Teams, Excel)
- Eligible for SC (Security Clearance) – including meeting minimum UK residency requirements
What we offer:
A career at Telent can span many sectors, roles, technologies and clients giving you the opportunity to develop, learn new skills and make an impact. We are growing and we rely on our committed Team to deliver.
We nurture the talent that makes this happen, by our on-going commitment to creating an inclusive culture that respects and values difference, that celebrates diverse ideas. We want everyone to feel they can be themselves and to thrive at work.
The additional benefits with this role:
- 34 days holiday, including public holidays, plus the option to buy or sell days annually OR 26 days holiday, plus public holidays, and the option to buy or sell days annually
- Company pension scheme
- A range of family friendly policies
- Occupational health support and wellbeing Portal
- Discounts on Cinema, Restaurants and Shopping with Telent Reward scheme.
At Telent, we’re committed to creating an inclusive culture where everyone feels valued, supported, and able to thrive. We welcome applicants from all backgrounds and encourage diverse perspectives across our teams.
We are guided by our values and behaviours:
Be Inclusive
Take Responsibility
Collaborate
Be Customer-focussed
Join us and help deliver critical infrastructure projects that make a real difference.
It’s an exceptional time to be a part of M Group.
#TelentTS