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Level 1 Support Team Lead

  • Endeavor
  • Chiswick, London, UK
  • 04/05/2021
Full time Information Technology Broadcast Engineering Content Distribution

Job Description

Job Description 


Contract Summary

The Level 1 Support Team Leads will work within our Operations team to help support our customers with our content distribution platforms.


Key Responsibilities

  • Lead and support the Level 1 team to deliver the highest level of service standards to all residents and customers.
  • Learn our platforms and advanced troubleshooting of our streaming architecture.
  • Continually monitor customer contact workflows to ensure that SLAs are met.
  • Encourage and promote collaborative working with our content delivery teams to increase the quality and speed of customer responses.
  • Carry out quality control assessments of work completed by the team, provide structured results and deliver targeted improvements set by the management team.
  • To provide reports to the management team on individual, team and department progress and other requirements as required.
  • Lead and drive team performance and delivery, effectively delegating and organising workload appropriately and managing improvements where necessary.
  • Onboard, train, monitor and develop team members, outlining the areas of accountability, providing coaching on areas of development and empowering ownership of problems through to resolution.


Required Experience and Skills

  • Experience in a B2B and B2C contact centre environment.
  • Strong written customer service experience.
  • Previous line management experience within a Customer Service role.
  • Experience of working with ticketing systems such as Zendesk.
  • Microsoft Office inc. Outlook, and Google Docs


Desired Experience and Skills

  • Digital customer contact experience, preferably within a streaming or sports environment.
  • Experience troubleshooting Android and iOS device issues.
  • Tech savviness – you’re up-to-date with the latest trends.
  • Sports fan, with working knowledge of sports websites.


Contract and Work Conditions

  • Job Location: Chiswick Business Park, London.
  • Contract Type: Permanent.
  • Working Hours: 4 sets of 12-hour shifts on rotation with the team.
  • Projected Start Date: Ideally, candidates will be available to start immediately.