Service Desk Team Leader
- Location
- Coventry, England, United Kingdom
best practice to improve efficiency and customer experience. Conduct call listening, case audits and quality reviews to maintain high standards of customer interaction. Provide coaching and feedback to strengthen communication, technical capability and customer outcomes. Champion a customer‐first approach, ensuring consistent service and a focus on quality resolution. Lead … members to maximise performance, capability and engagement. Conduct regular 1:1s, performance reviews and development planning. Support onboarding, identify skills gaps and deliver targeted coaching and knowledge sharing. Proactively manage queues and workloads to maintain timely case resolution and balanced team capacity. Monitor demand and adjust resources to minimise backlogs ...