Colt provides network, voice and data centre services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure.
**Location**:Barcelona
**Role purpose**
To manage the Premium Network Services (PNS) team based in Barcelona, Lisbon, Gurgaon and Bangalore to provide a best in industry customer support experience for our valued customers.
- Manage a team of lead engineers with responsibility for fault diagnosis, isolation and resolution.
- Support the delivery of best-in-class customer service.
- Working as part of the wider PNS management to ensure the provision of excellent customer support, including optimising resource levels and continuous improvement of performance and process.
- Monitor and support the team in terms of technical skills and compliance with current and new processes.
- Assist with fault escalations and manage the customer communication when necessary.
- Perform quality checks on the team incidents and make sure standards are being met by the team.
**Key accountabilities**
- Lead, develop and motivate the team.
- Improving the customer relationship.
- Build capability and talent within the team by hiring the right people, coaching the team and identifying appropriate development opportunities.
- Direct line management, including performance management, of lead engineers and technical analysts
- Build a strong team spirit and foster a collegiate approach.
- Ensure that both job holder and team understand and demonstrate Colt’s values in their behaviour.
- Build strong relationships with internal customers and other Colt teams.
- Adhere to operational KPIs and operate within agreed financial parameters.
- Effective prioritisation and queue management.
- Act as escalation point.
- Share knowledge across the team/s.
- Provide training and coaching to others, on both a formal and informal basis to assist with the ongoing development of the team.
- Participate in the shift rota as required.
**Role specific requirements**
Skills & Experience
- Extreme focus on customer experience in a technical environment.
- Highly proactive approach to issue resolution and prevention.
- Strong team building and leadership experience.
- Adept at building productive relationships.
- Able to objectively analyse complex information.
- Proficient in English language skills (spoken and written).
- Excellent customer service/support skills (empathy, patience, care, etc. )
- Able to display strong team spirit, a positive attitude and a willingness to help and learn new things.
- Excellent understanding of ITIL Incident, Problem, Change and Service Request.
- Knowledge of VoIP and related Colt products..
**Qualifications**:
Degree qualified or equivalent experience of managing high profile business customers in a complex technical environment.