EPOS Support Team Leader

100% IT Recruitment; High Wycombe; On-site; GBP 34,000 - 40,000; Full time

Job summary

A leading technology recruitment firm located in High Wycombe is seeking a Team Leader for EPOS System Support. This role involves leading a Customer Solutions team, managing system support, and ensuring high customer satisfaction. The ideal candidate should have strong leadership and communication skills, experience with EPOS systems, and a passion for customer service. The position offers a competitive salary with benefits including bonuses and a company pension.

Benefits

Company pension

Employee benefits programme

4 weeks' holiday plus bank holidays and birthday leave

Performance-related bonus

Private healthcare

Discounted products access

Qualifications

• Proficient with Windows 11 and MS Office, especially Excel.
• Experience with EPOS systems and daily operational processes.
• Background in team leadership and performance monitoring.

Responsibilities

• Lead and develop a Customer Solutions team.
• Oversee system support and ensure ticket resolution.
• Manage the customer implementation pipeline.

Skills

Leadership

Problem-solving

Communication

Customer-service focus

Analytical skills

Tools

Windows 11

MS Office

Excel

EPOS systems

Job description

Team Leader – EPOS System Support

Location: High Wycombe (Office‑Based)

£40,000 + Bonus + Full Benefits Below

About the Role

We are looking for a well‑rounded individual with excellent communication, leadership, and problem‑solving abilities. You will lead an office‑based Customer Solutions team and play a key role in the ongoing development, adoption, and performance of an in‑house EPOS platform used by a large and expanding user base.

You will ensure high‑quality system support, manage implementation pipelines end‑to‑end, and deliver proactive user engagement through training, health checks, and feature guidance. The role also involves maintaining project tracking, supporting system testing, and contributing to product enhancement initiatives.

Key Responsibilities

• Lead, support, and develop a Customer Solutions team (3 direct reports)
• Oversee system support and ensure all tickets are logged, monitored, and resolved efficiently
• Manage the full customer implementation pipeline from initial enquiry to go‑live
• Work with internal teams to support user retention and customer satisfaction
• Deliver user health checks and training on new features
• Maintain project and performance trackers to support reporting and analysis
• Assist with product data management, application testing, and user communications
• Contribute to the continued growth of the EPOS platform and overall service offering

Skills & Experience

Personal Attributes

• Natural leader with the ability to motivate and support a team
• Professional, friendly communicator with a strong customer‑service focus
• Confident problem‑solver with strong numerical and analytical skills
• Self‑starter who drives results and supports collaborative team goals
• Highly organised with strong workload and time management skills

Professional Experience

• Proficient with Windows 11, MS Office, and especially Excel
• Experience with EPOS systems and daily operational processes
• Background in team leadership and performance monitoring
• Experience in retail, hospitality, education, or similar operational environments
• Sales or lead management experience

Beneficial Experience (Not Essential)

• Application or IT support
• Small‑business operational experience
• Familiarity with SQL
• Industry‑specific product knowledge (training provided)

Benefits for the Team Leader – EPOS System Support position

• Company pension
• Employee benefits programme
• 4 weeks' holiday plus bank holidays and birthday leave
• Performance‑related bonus
• Private healthcare
• Access to discounted products for personal use

If you are an enthusiastic leader with strong EPOS experience and a passion for delivering outstanding customer service, we would love to hear from you.