Construction Technical Support Team Leader

Etex; Bristol; Hybrid; GBP 42,000 - 62,000; Full time

Benefits offered by this job

Hybrid working

Flexible working

Job summary

A leading construction company in Bristol is seeking a Construction Technical Support Team Leader to drive a customer-focused technical support team. The ideal candidate will have a strong background in customer service and CAD knowledge, along with excellent communication skills. This role offers flexibility and promotes a diverse and sustainable working environment.

Qualifications

• Passion for delivering excellent service and inspiring a team.
• Experience in managing remote customer service or technical support.
• Ability to interpret 2D construction drawings.
• Familiarity with construction products and practices plus strong cross-functional collaboration.
• Excellent communication and organisational skills across departments.

Responsibilities

• Lead, coach, and support the 1st Line Technical Support team.
• Manage inbound technical enquiries and ensure service level agreements.
• Oversee project pack reviews and CAD production.
• Utilise CRM systems, track performance and drive improvements.
• Collaborate with technical and commercial teams to promote Etex/Siniat solutions.
• Measure activity, manage risks and drive service delivery improvements.

Skills

Customer service

Team leadership

CAD knowledge

Communication skills

Organizational skills

Communication

Education

IFE level 3

Tools

CRM software

Job description

Construction Technical Support Team Leader

At Etex, we seek to make a meaningful impact in the lives of our customers and our communities. Are you looking for a company where you can learn, grow & lead? Join us as a CAD & Technical Support Supervisor in Bristol!

This role is critical in leading our frontline technical team to deliver high-quality, responsive customer service regarding our Siniat product offerings.

What you’ll do:

• Lead, coach, and support the 1st Line Technical Support team to deliver a responsive, customer-focused service.
• Manage the process of handling inbound technical enquiries, to include triaging, escalating, and resolving in line with service level agreements.
• Oversee project pack reviews and ensure accurate CAD production to support customer specifications.
• Utilise CRM systems effectively, track team performance, and implement process improvements.
• Collaborate cross-functionally with technical and commercial colleagues to promote Etex and Siniat solutions.
• Measure and report on team activity, manage risks, and ensure continuous improvement in technical service delivery.

What you’ll bring:

• A passion for delivering excellent service, and experience in inspiring and motivating a team to do the same.
• Experience in managing remote customer service or technical support across multiple channels.
• Working knowledge of CAD and the ability to interpret 2D construction drawings.
• Awareness of general construction practices and familiarity with construction products.
• Excellent communication and organisational skills to work effectively across departments and influence improvements.
• An IFE level 3 or the interest in completing and obtaining one.
• We are named the world's #1 most trustworthy company in the construction sector by Newsweek and Statista in 2023!
• Our culture – we connect & care about those around us. We nurture teamwork, communities, partnerships and new ways of working, placing the highest importance on the safety and working environment of our people.
• Our ‘Road to Sustainability 2030’ is our plan to help build a better, sustainable future. We work towards this vision by caring about our social and environmental impacts and developing innovative solutions.
• We have a strong conviction that diversity of thinking helps us to deliver a strong and sustainable performance. It is also essential for us that everyone feels part of the team. In this spirit, we are committed to equal opportunities and zero tolerance towards discrimination.
• Flexibility: For us, hybrid and flexible working is all about trust, and we want you to be able to do your best work (depending on the role).

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