Team Lead - Fault Management

Location Salford, Greater Manchester
Job Type Permanent
Salary Negotiable
Published 4 months ago
Start Date ASAP
Contact David Garrick
Job Ref HTS4930_1566893622

Job Description

Grafton Recruitment is currently seeking Fault Management Team Leaders to join our client, based in Salford, Greater Manchester.


  • Lead and deliver complex client engagements that help identify, design and implement creative business solutions for the company.
  • Provide excellent customer service and determine the needs of the client.
  • Implement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performance.
  • Participate in the development and presentation of proposals for business development.
  • Balance the needs of key stakeholders and ensure the teams they are involved with are aware of the combined end goals.
  • Establish operations objectives and work plans, delegate assignments to subordinate associates when necessary, and conduct regular meetings to improve productivity, product knowledge and customer satisfaction.
  • Do Root Cause Analysis to identify key AFIs and create action plans / goals to improve
  • Efficiently coach associates in meeting the metrics
  • Manage and drive performance from the Associates in meeting SLAs and KPIs
  • Manage team attrition
  • Collaborate with the different support groups - Recruitment, Training, Quality, HR, Workforce - to improve agent profiling and performance


  • Preferred: Candidate must possess at least a Bachelor's/College Degree , any field.
  • At least 2 year(s) of working experience in the related field is required for this position.
  • Experience in handling a Telecom-troubleshooting/Fault-management program is required
  • Analytic
  • Results-oriented
  • Process-oriented
  • Applicants must be willing to work in Salford, UK
  • Preferably Supervisor specialising in Customer Service or equivalent.
  • 10 Full-Time position(s) available.

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