Job Type: 6 Month Fixed Term contract, Associate
Location: This role is to be based in our Telford office with time working onsite and at home.
Flexible working: All of our roles are open to part-time, job-share and other types of flexibility. We will discuss what is important to you and balancing this with business requirements during the recruitment process. You can read more about Phoenix Flex here
Closing Date: 09 May 2024
Salary and benefits: Up to £38,000, dependant on experience plus 8% bonus up to 16% , private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days and much more
We have an incredible opportunity to join us here at Phoenix Group as an IT Service Desk Team Leader to join our IT Service Desk team.
Who are we?
We want to be the best place that any of our 7,800 colleagues have ever worked.
We’re the UK’s largest long-term savings and retirement business. We offer a range of products across our market-leading brands, Standard Life, SunLife, Phoenix Life and ReAssure. Around 1 in 5 people in the UK has a pension with us. We’re a FTSE 100 business that is tackling key issues such as transitioning our portfolio to net zero by 2050, and we’re not done yet.
The role
With a confident and assertive yet friendly management style, you will be responsible for the day to day management and coaching of a team of Service Desk reps , including people management activities ,
You will be responsible for leading the efficient processing of IT incidents , access management and IT requests from initial logging through to resolution. You will provide an excellent level of customer service whilst acting as a point of escalation for end users with technical faults and IT queries.
You will be required to carry out escalation of issues to an appropriate level, both functional and hierarchical, and you will be comfortable liaising with internal support teams, and 3rd Party vendors as needed.
As with all IT teams, you will provide ideas for service improvement that improve efficiency or user experience, work on core projects and will be comfortable documenting relevant fixes for internal Knowledge Base articles.
This is a hybrid working role based out of our Telford office. With a salary up to x, plus a competitive package that includes an attractive pension, annual bonus potential, private medical insurance, life assurance, generous holiday entitlement, a whole host of flexible benefits and volunteering days this is a fantastic opportunity!
What are we looking for?
As this is a customer facing and people management role the applicant must be an excellent communicator with good organisational and presentation skills and the ability to make effective decisions under pressure and think analytically on how best to resolve a problem. A strong commitment to customer service is required and the ability to speak in a manner that allows non IT literate users to understand the issue. Additional desirable attributes include knowledge of service desk operations, achieving or have undertaken the ITIL Version 4 Foundation Course. The IT Service Desk Team Leader qualities that we are looking for is someone with 5 GSCEs (Grade C or above – including Maths and English) or equivalent and at least 1 year’s experience in people management.
We want to hire the whole version of you.
We are committed to ensuring that everyone feels accepted and welcome applicants from all backgrounds. If your experience looks different from what we’ve advertised and you believe that you can bring value to the role, we’d love to hear from you.
If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best.
Find out more about #LifeAtPhoenix
- Guide for Candidates: thephoenixgroup.pagetiger.com/guideforcandidates
Find or get answers from our colleagues: www.thephoenixgroup.com/careers/talk-to-us
#LI-KW1
#LI-Hybrid
This role is in scope of the transformation of our Reassure business by 2026.
Over the next three years, we’ll be moving our customers to a new technology platform. This means that over time, some roles will be in scope for redundancy or redeployment across the group. We’d love for you to join us and gain great experience and we’ll do all we can to mitigate compulsory redundancies. Given that this project will cover a number of years, we’re still looking for talented individuals to join us and will continue to keep all colleagues informed of any direct impacts as we move through this process.
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