Customer Support Supervisor / Team Leader

West Sussex.info; Portsmouth; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

Join a forward-thinking company as a Customer Support Supervisor, where your leadership skills will shine! You'll manage a dynamic team, ensuring exceptional service for both B2B and B2C clients. This role offers a unique opportunity to step into a managerial position during a maternity cover, allowing you to shape the future of customer support. With a hybrid working model and a focus on employee wellbeing, this is more than just a job—it's a chance to thrive in a supportive environment that values passion and collaboration. If you're ready to make a difference, we want to hear from you!

Benefits

25 days holiday plus bank holidays

Upskilling and apprenticeship training

Cycle to work scheme

Employee Assistance Programme

Social and wellbeing events

Breakout rooms and kitchen facilities

Qualifications

• Proven experience managing customer support teams and resolving escalations.
• Collaborative team player with strong problem-solving skills.

Responsibilities

• Lead Sales Support and Tech Support teams to deliver outstanding customer support.
• Manage team tasks, review quotes, and handle complaints.

Skills

Customer Support Management

Problem-Solving

Microsoft Office

Team Leadership

B2B and B2C Management

Education

Experience in Customer Support

Training in Management

Tools

Microsoft Office Suite

Job description

Helping people find jobs in the local area since 2008

Customer Support Supervisor / Team Leader

Location: Portsmouth

Contract: Permanent

Hours: Full Time - 37.5 hours per week (Monday to Friday)

Are you passionate about delivering excellent customer experiences and possess strong supervisory skills? This could be the perfect role for you!

About the role:

We are seeking a dynamic Support Services Supervisor to join our team. Reporting to the Support Services Manager, you will lead our Sales Support and Tech Support teams (a total of six members) and ensure cohesive operation across Customer Services and Inbound Sales to deliver outstanding support to our customers. You will primarily manage B2B clients but will also support B2C retail customers.

As a supervisor, you'll enjoy managing and mentoring your team, coordinating tasks, reviewing quotes, approving refunds, and handling complaints. Working closely with the Support Services Manager, you'll help align our cross-trained support functions and contribute to strategic goals. You may also oversee the department in the manager's absence.

This role offers the opportunity to step into a 9-month maternity cover position as Acting Support Services Manager, overseeing all support functions including Customer Services, Inbound Sales, Sales, Tech Support, and Service Delivery. Further details can be discussed at interview.

What we need from you:

We seek a supervisor with proven experience in managing customer support teams, resolving escalations, and training cross-functional teams. Experience with B2B and B2C customer management is preferred. You should be a collaborative team player, proactive in supporting improvements within support services.

You must be proficient in Microsoft Office, an effective communicator, capable of managing multiple deadlines, with strong problem-solving skills and a hands-on management style. A broad understanding of technology and current products is desirable. Above all, embody our core values: passion, authenticity, collaboration, conscientiousness, respect, responsiveness, and honesty.

For the maternity cover, experience as a 2nd line supervisor or covering managerial duties is ideal.

About the team:

Our Support Services team is composed of passionate professionals dedicated to delivering excellent service. We operate on a hybrid model, working three days in the office and remotely for the rest, maintaining team spirit through virtual interactions and regular catch-ups.

What working at Novatech means for you:

We are a top 100 company to work for in the South East, as voted by our staff. We foster a relaxed, authentic work environment with music, a non-corporate vibe, and a focus on wellbeing through team events, awards, and charity activities. We are proud of our environmental efforts, including being a net positive business.

Initially, you will work in the office daily for the first month for induction, then a minimum of three days a week. We offer good transport links, free staff parking, and a secure bike shed.

Benefits include:

• 25 days holiday plus bank holidays (option to buy additional days)
• Upskilling and apprenticeship training
• Cycle to work scheme
• Employee Assistance Programme
• Social and wellbeing events
• Breakout rooms, kitchen, and shower facilities

About us:

While gaming and retail are part of our business, we also serve the B2B sector with projects in various industries, supporting remote workforces, maritime training, and innovative tech solutions. Join us to help shape the future of our business and your career!

AllWestSussexJobs.com is operated by All Regional Jobs Ltd. Company registration number: 08780562 | Head Office: The Skiff, 30 Cheapside, Brighton BN1 4GD