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Customer Care Team Leader

Customer Care Team Leader

Req # 
UK-Greater London-Hayes
Customer Relationship & Support

Job Overview

Overview & Responsibilities

Rackspace is a vibrant, busy and superbly rewarding place to work, honoured as being one of the UK's most ‘rewarding' and ‘most welcoming' companies to work for.  A Team Leader is a key component in the Fanatical Support Service offering within Managed Services. You’ll be responsible for the line management of a team of Rackers providing industry leading Fanatical Support for the services hosted at Rackspace.

Key responsibilities of a Team Leader include:

  • Delivery of a world class support experience to customers (internal & external)
  • Ensure that team and individual KPI’s are met or exceeded
  • Creating an environment that engages and challenges Rackers
  • Personal development of Rackers in both technical and non-technical skills
  • Assisting in the recruitment new Rackers and delivery of a world class onboarding experience
  • Ensuring that Rackspace best practices are followed at all times
  • To act as point of escalation for service issues from internal and external customers
  • Maintaining high levels of communication throughout Rackspace



Service Delivery Administrators provide administrative support to the Service Delivery manager group, ensuring fast and efficient response and resolution of common customer requests.  Working alongside teams of Service Delivery Managers the Service Delivery Administrators triage inbound customer requests to the most appropriate team, respond directly to customer needs and in set instances action frequent clerical tasks on behalf of the Service Delivery group. Service Delivery Administrators insure fast response to inbound customer requests and drive administrative efficiency in frequently performed tasks and processes. Service Delivery Administrators perform ticket queue management and routing and will be required to provide non-technical guidance to our customers via tickets and telephone.


Key Accountabilities

  • Monitor inbound customer ticket requests and route appropriately 
  • Respond directly to customer information requests for specific task responsibilities
  • Monitor and progress open tickets within agreed time scales to ensure customer/internal response receipt
  • Complete data entry requirements for the wider service delivery group
  • Manage change form submission process 
  • Take ownership and work quick-fix tickets
  • Escalates support requests (phone/ticket) according to escalation procedures. 




As a candidate, you will need to demonstrate the following characteristics / skills to be successful in this environment:


  • Highly professional and comfortable communicating with direct reports, peers and senior management
  • Exceptional communications skills, written and interpersonal
  • Experience in working within a customer orientated environment with experience of escalation and complaint management
  • Natural ability to develop relationship and rapport with both internal and external customers
  • Experience of direct team leadership including workload monitoring, prioritisation and delegation
  • Ability to manage varied workstreams and changing workloads to meet key performance indicators
  • Ability to inspire and motivate team members through coaching and mentoring
  • A customer service background with a good understanding of the IT Service industry, Cloud hosting and an awareness of Rackspace product and service offering.