Customer Support Team Leader

Person Centred Software Ltd; Greater London; Hybrid; GBP 35,000 - 40,000; Full time

Job summary

A leading company in digital social care is seeking an experienced Customer Support Team Leader on a maternity cover contract. This role involves leading the Customer Support team, optimizing support processes, and fostering a culture of service excellence. Ideal candidates will possess strong leadership and interpersonal skills, along with a passion for delivering outstanding customer experiences.

Benefits

25 days holiday

Net zero pension scheme

Cycle to work scheme

Staff discounts portal

Employee Assistance Programme

Qualifications

• Proven experience in customer support and leadership.
• Passion for person-centred service.
• Strong analytical and problem-solving skills.

Responsibilities

• Lead and inspire the Customer Support team.
• Monitor service quality and manage escalations.
• Support ongoing strategy and service development.

Skills

Leadership

Communication

Problem-solving

Conflict resolution

Interpersonal skills

Analytical mindset

Tools

Zendesk

Intercom

Freshdesk

Job description

We’re looking for an experienced and inspiring Customer Support Team Leader to join our team on a maternity cover contract. In this role, you’ll lead and support our fantastic team of Customer Support Advisors and Specialists, helping them deliver consistently outstanding experiences for our customers. You’ll play a vital role in coaching the team, optimising support processes, and ensuring service excellence across every interaction.

If you’re passionate about people, thrive in a fast-paced environment, and know what great customer support looks like, we’d love to hear from you.

What You’ll Do:

• Lead and inspire a team of Customer Support Advisors and Specialists to consistently deliver empathetic, solution-focused support
• Mentor team members, building their skills in communication, problem-solving, and service delivery
• Foster a growth mindset and culture of continuous learning and improvement
• Organise team schedules and tasks to ensure optimal staffing and excellent customer service
• Monitor quality of service through regular reviews and performance metrics (CSAT, first-time fix, response times, etc.)
• Manage escalations, resolving complex queries with care and urgency
• Champion the voice of the customer internally—identify trends and pain points and collaborate across teams to drive service improvements
• Continuously refine processes and troubleshooting procedures to improve efficiency and customer satisfaction
• Support the Head of Customer Support with ongoing strategy and service development
  
  
  

What You’ll Bring:

• Proven experience in customer support, with additional experience in a leadership or supervisory role
• A passion for delivering person-centred service and exceptional customer experiences
• Analytical mindset, able to interpret data and turn insights into action
• Strong leadership, communication, and interpersonal skills—you know how to inspire and develop people
• Calm under pressure with excellent conflict resolution and decision-making abilities
• Experience with APIs, integrations, cloud-based solutions, and customer support tools (e.g. Zendesk, Intercom, Freshdesk)
• Solid understanding of CRM and support ticketing systems
• Excellent problem-solving skills and a detail-oriented approach
  
  
  

What We Offer:

• A base salary of £35,000 - £40,000 and bonus depending on experience
• Modern town centre offices in Guildford, with opportunity for ad hoc home working
• 25 days holiday
• Net zero pension scheme
• Additional perks including; cycle to work scheme, staff discounts portal and Employee Assistance Programme
  
  
  

At Person Centred Software, we’re leading the digital revolution in social care. Our technology is reshaping an industry that impacts millions—driving efficiency, improving outcomes, and setting new standards. Every day, your work will help modernise and future-proof social care.

Tech That Transforms –automation, real-time data—our solutions are redefining how social care operates

Join the Market Leader – Trusted by thousands, we set the benchmark for digital transformation in social care

Drive Meaningful Innovation – Work at the forefront of a sector ready for change, where your skills fuel real-world impact

Challenge Yourself, Make a Difference – If you love tech and solving big challenges, we want to hear from you

Work with the Best – Join a team of top-tier professionals passionate about using technology to drive change