Lead Customer Support

Phoenix Global Search; Metropolitan Borough of Solihull; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A prop-tech company is seeking a Customer Support Lead in Solihull to enhance team productivity and manage customer support operations. The ideal candidate will have over 3 years of customer service experience, leadership skills, and a background in the Estate or Letting agency industry. This role offers a salary of up to £30,000 plus benefits in a hybrid work environment.

Qualifications

• 3 years + customer service experience.
• Experience of working in a Service Delivery environment.
• Experience of leading people.

Responsibilities

• Drive productivity to hit team goals, reach KPIs and SLAs.
• Deputise in the absence of the Manager.
• Supervise ticket & call management.
• Act as a first point of contact for escalations.

Skills

Customer service experience

Service Delivery environment

People leadership

Job description

Overview

Title: Customer Support Lead

Location: Solihull (Hybrid - 3 days in the office)

Salary: up to £30,000 + benefits (Depending on experience)

Our client, an exciting Prop-tech business are looking Customer Support Lead ideally with a background in Estate agency / Letting agency.

Responsibilities

• You will report into the Customer Support Team manager and be involved in driving productivity to hit team goals, reach KPI's and SLA's through collaboration and teamwork.
• You will deputise in the absence of the Manager (produce reports, attend meetings).
• You will supervise ticket & call management within the framework provided by the Customer Support Manager, delivering to agreed SLAs.
• You will act as a first point of contact for internal and customer escalations relating to Customer Support tickets.

Required skills / Experience

• 3 years + customer service experience
• Experience of working in a Service Delivery environment
• Experience of leading people

Desirable skills

• ITIL
• Background / knowledge of the Estate / Letting agency world