Customer Support Team Leader

JR United Kingdom; Borough of Swale; On-site; GBP 35,000; Full time

Job summary

A leading company in the UK is seeking a Customer Support Team Leader to manage a team of support agents. The role involves ensuring SLA agreements are met, improving service quality, and fostering team development. Ideal candidates will have strong leadership and communication skills, along with experience in IT support.

Benefits

Attractive referral scheme

Qualifications

• Experience managing a service desk or customer service team.
• Experience in an IT support role.

Responsibilities

• Oversee daily operations of the Customer Support Team.
• Identify areas for service improvement.
• Lead, mentor, and develop team members.

Skills

IT systems knowledge

Verbal communication

Written communication

Analytical skills

Leadership

Job description

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Warning: in order to be eligible for this role, you must have a full right to work in the UK.

Job Role

We’re recruiting a Customer Support Team Leader responsible for managing NexSphere’s Customer Support Agents, who serve as the front line for our newly formed Managed Service Provider.

You will lead a team of target-driven individuals, ensuring that the team meets SLA agreements and customer expectations. Maintaining high communication levels within the team, sharing best practices, and providing hands-on support when needed are key aspects of this role.

Key Responsibilities:

1. Oversee daily operations of the Customer Support Team.
2. Identify areas for service improvement.
3. Monitor and report on SLA performance.
4. Contribute to achieving customer satisfaction metrics.
5. Drive reduction of support calls through trend analysis.
6. Manage customer relationships.
7. Lead, mentor, and develop team members.
8. Provide regular performance reports and suggest improvements.

Skills and Experience

• Knowledge of IT systems and experience managing a service desk or customer service team.
• Excellent verbal and written communication skills.
• Experience working for a Managed Service Provider.
• Ability to negotiate and liaise with internal and external customers.
• Strong analytical skills to gather and interpret information quickly.
• Leadership skills to motivate and guide team members towards targets.
• Experience in an IT support role.

Additional Information

Depending on the role, a DBS/Disclosure and Barring Service check may be required.

Salary up to £35,000 Gross per annum.

This is a direct hire, full-time employee position. Note: B2B contracts are not available.

We offer an attractive referral scheme for successful placements (Terms & Conditions apply). Learn more here. If you know someone suitable, please refer them.

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