Team Leader Managed Service Faults

Team Leader – Managed Services

A bit about us  

At Gamma, we’re more than just a leader in Unified Communications as a Service (UCaaS) – we’re a dynamic, forward-thinking team revolutionizing the way businesses connect and communicate. We provide voice, data, and mobile solutions to businesses across the UK, Germany, Spain, and the Benelux region, and we’re expanding rapidly to bring digital automation and Gamma-powered services to SMEs through a growing network of channel partners. 

We move fast with a start-up mindset, but we have the stability of a leading European business. Our team thrives on collaboration, innovation, and the belief that diverse perspectives make us stronger. Join us, and you’ll have the opportunity to make an impact, grow your career, and be part of a company that celebrates inclusivity and fresh ideas. 

Who are we looking for? 

Join our managed services team at this exciting time as we expand our offerings to our customers and partners. 

What will you be doing day-to-day?  

• The Team Leader is responsible for the day-to-day leadership of their team, encompassing all aspects of performance, development, disciplinary actions, and HR duties. As a ‘people’ leader, the Team Leader ensures that all employees receive full support for their training needs, development, and future career progression. They oversee the effective operational function of their team and business area, ensuring high standards of business delivery and quality customer service that customers expect from Gamma.
• Team Leaders work closely with the Service Advocate to maintain and enhance all aspects of the team’s performance. They report directly to the Senior Operations Manager on all aspects of their team’s performance, ensuring that the team’s daily output aligns with the overarching strategic growth and direction set by the Head of Department and Senior Operations Manager. The role requires a skilled communicator who can adapt their style to meet situational needs and multitask effectively.
• The Team Leader will be responsible for the day-to-day management of the team, including all HR requirements like absence, performance, and resourcing (i.e., appraisals, recruitment, etc.).
• You will build a clear picture of each team member’s performance on a monthly basis, ensuring that feedback is given to each team member every month through one-to-ones and quality monitoring sessions, utilising the support of our Service Advocate. You will also work with the Service Advocate and other areas of the business to identify and support any knowledge and skills gaps or strengths through coaching/training as needed.
• You will ensure the team operates efficiently to meet the demands of your business unit. Key responsibilities include monitoring and maintaining team productivity to meet workflow standards within set timescales. Additionally, you will develop and implement both real-time and historical monitoring and reporting tools to effectively manage team functions.
• You will support escalations and incidents in your area to ensure we protect our brand and mitigate the impact of service deterioration to our customers. You will work with the team, Service Advocate, and other team leads to understand the causation of escalations and incidents to reduce reoccurrence.
• You will work closely with the Senior Operations Manager and other stakeholders to make sure that your team members are delivering on the overall goal and strategy of the business function. This will be done by proactively reporting on and providing feedback on trends and insights aligned to the direction and goals of the wider team set by the Head of Department and the Operations Manager.
• You will champion the Gamma values and behaviours, ensuring that customer service skills are at the forefront of everything the team does.
• You will work towards reducing absence in the team, reporting monthly on progress and ensuring that all employees are fully supported. You will be responsible for the recruitment of new agents for your team, working alongside the team manager and talent acquisition to ensure that recruitment is undertaken in an efficient and timely manner.
• You will work as part of the overall Customer Operational team and, where applicable, support other teams to achieve the overall Operational goals; this may include supporting other workflows outside of your immediate team.
• Handle customer complaints and escalations, ensuring timely and effective resolution of high-impact or unresolvable issues. This includes assessing situations for potential credit adjustments and maintaining a high standard of customer satisfaction.

What you’ll need: 

•  A successful track record of working in a high-volume technical support or provisioning team as an advisor, coach, or manager.
• Strong understanding of FTTP, SOGEA, Digital voice, and/or FTTC provisioning processes is preferred.
• Proven experience of coaching or managing a team through a period of significant change, whilst maintaining and improving customer satisfaction levels.
• Previous experience of managing the day-to-day function of a team and driving overall performance to a high standard whilst also recognising individual needs and catering to them accordingly.
• Experience managing 3rd party relationships and adherence to SLAs.
• Excellent written and verbal communications skills, with an ability to adapt communication styles to individuals.
• Good people/stakeholder management skills.
• Excellent organisational skills, time management, and a recognised problem solver.
• High level of attention to detail and organisation, with a sense of ownership, pride, and responsibility for the accuracy of your own work.
• Relatable and positive experience of working in a fast-paced transforming organisation, where everything isn’t perfect, but we’re working hard to get there.
• Ability to effectively handle escalated customer queries.
• A genuine interest in your own development and learning needs, with the energy and desire to act on them to improve your performance.
• A professional, friendly, and helpful demeanour, with the desire to create great working relationships with both colleagues and customers.

Key relationships:

• Customers
• Service Advocate
• Team Leaders
• Senior Operations Manager
• Suppliers
• Internal technical and product team (TSC, OSS etc

What do we offer you?  

• At Gamma, we believe in work-life balance, which is why we offer 25 days of annual leave, plus an extra day off for your birthday. Giving back is important to us, so we also provide a volunteer day to support a charity that matters to you. 
• Family matters, too. With enhanced maternity and paternity pay, we’re here to support you as a parent and help you thrive in your career. 
• We offer a contributory pension plan to help you save for the years ahead with Gamma's contribution dependant on yours. 
• Your well-being is our priority. We offer group income protection and life assurance (four times your salary) to ensure peace of mind for you and your loved ones. 
• We want you to share in our success. That’s why we offer tax-efficient share save and share incentive plans, giving you the opportunity to benefit from Gamma’s growth. 
• We’re committed to health, both physical and mental, We give you access to discounted private medical insurance through Vitality, which you can extend to your immediate family. 
• And, because we care about the environment, we offer an Electric Vehicle scheme through Octopus and a Cycle to Work scheme, making it easier to get around sustainably.  

A few things to note  

• Unfortunately, we can't offer visa sponsorship or relocation support for this role. 
• This role is Hybrid from our Manchester office. 

Gamma is an equal-opportunity employer. We care about inclusion and believe in having diverse teams where everyone can be their true authentic selves. We value each person and their range of backgrounds and actively encourage people from underrepresented backgrounds to apply.  

We don't discriminate based on any protected characteristics e.g., race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, marital status, disability, or age. We are a family-friendly employer with a culture based on trust, autonomy, and flexibility to help you create a work-life balance and enjoy working here at Gamma.