Devices Team Leader

Person Centred Software LTD; Guildford; On-site; GBP 45,000 - 60,000; Full time

Job summary

Person Centred Software LTD in Guildford is seeking a Devices Team Leader to own device operations, lead and develop a dedicated team and ensure a reliable, high-quality service.

You will oversee the setup, maintenance and support of handheld devices, manage stock and supplier relationships, and drive continuous improvement to enhance customer experience. A proactive, collaborative approach will be essential to succeed.

Qualifications

• Experience leading or supervising a team in technical support or device operations.
• Proven coaching and development of colleagues.
• Knowledge of stock management, inventory control and supplier coordination.

Responsibilities

• Lead, coach and develop the Devices Team to deliver high service standards.
• Oversee setup, configuration, maintenance and support of handheld devices.
• Manage stock levels, inventory accuracy and supplier relationships.
• Own customer device complaints and improve service delivery.
• Monitor performance and drive continuous improvements.

Skills

Leadership experience

Coaching

People management

Problem solving

Stock management

Customer service

Communication

Tools

MDM systems

Job description

About the role

Are you a hands-on team leader who enjoys solving problems, improving processes and getting the best out of people?

At Person Centred Software (PCS), our technology helps care providers deliver better, more efficient and more person-centred care. Behind that technology is a team ensuring our customers have the devices they need to make the most of our solutions.

We're looking for a Devices Team Leader to take ownership of our device operations, lead and develop a dedicated team and ensure our customers receive a reliable, responsive and high-quality service.

This is a varied role combining people leadership, technical operations, stock management and customer support. You'll be equally comfortable supporting your team with day-to-day challenges, managing suppliers and identifying ways to make our processes more efficient.

If you're organised, technically minded and enjoy making a real difference to both your team and your customers, we'd love to hear from you.

What you'll be doing

Leading and developing the team

• Lead, coach and support the Devices Team to deliver a consistently high standard of service.

• Manage workloads, priorities and performance to ensure the team meets operational and customer requirements.

• Support individual development through regular feedback, coaching and one-to-ones.

• Create a positive, collaborative environment where people feel supported and encouraged to improve.

Managing device operations

• Oversee the setup, configuration, maintenance, troubleshooting and support of handheld devices.

• Ensure devices are available, fully operational and ready for customers when needed.

• Manage stock levels, inventory accuracy, device allocation and returns.

• Build and maintain effective supplier relationships, managing orders, deliveries, costs and service performance.

• Identify opportunities to improve device reliability, reduce delays and make operations more efficient.

Delivering a great customer experience

• Take ownership of customer device complaints and escalations, ensuring issues are resolved quickly and effectively.

• Work closely with colleagues across the business to resolve challenges and improve service delivery.

• Monitor operational performance, identify recurring issues and put practical improvements in place.

• Use customer feedback and performance data to improve processes, service quality and customer satisfaction.

What success looks like

You’ll play an important role in ensuring our customers have the devices they need, when they need them, while building a team that takes pride in delivering a great service.

Success in this role will include:

• Maintaining device availability above 98%.

• Ensuring repairs are completed within agreed timescales.

• Keeping accurate stock records and managing inventory effectively.

• Building strong supplier relationships and maintaining reliable delivery performance.

• Resolving customer issues promptly and within agreed service levels.

• Developing a motivated, capable and high-performing team.

• Continuously improving the way we work to deliver a better customer experience.

What we’re looking for

We’re looking for someone who brings a combination of leadership experience, technical understanding and a practical approach to problem-solving.

Ideally, you’ll have:

• Experience leading or supervising a team, ideally within technical support, IT services, device operations or a similar environment.

• A track record of coaching, supporting and developing colleagues.

• Experience working with handheld devices, including configuration, maintenance, troubleshooting or repairs.

• Knowledge of stock management, inventory control and supplier coordination.

• Strong organisational skills and the ability to manage multiple priorities.

• Confidence dealing with customer issues and finding practical solutions.

• Good communication skills and the ability to build relationships across different teams.

• Experience using performance data to identify opportunities for improvement.

It would also be great if you have:

• Experience using mobile device management (MDM) systems.

• Knowledge of device enrolment and remote configuration.

• Experience working within a SaaS or technology-focused business.

• Familiarity with CRM systems.

• Qualifications or training in people management, inventory management or procurement.

Above all, we’re looking for someone who is proactive, enjoys working with people and takes pride in delivering a reliable, high-quality service.

Why join PCS?

At Person Centred Software, we’re passionate about using technology to make a positive difference in the care sector.

Our solutions help care providers spend less time on administration and more time delivering great care. Every team across PCS plays a part in making that happen.

As our Devices Team Leader, you'll have the opportunity to shape how our device operations work, develop your team and make improvements that directly benefit our customers.

If you're looking for a role where you can combine people leadership, technical operations and continuous improvement, we’d love to hear from you.