Senior Telephone Support Person

Gi Group; Basingstoke; On-site; GBP 38,000 - 40,000; Full time

Benefits offered by this job

Competitive salary

Early finish Fridays

33 days holiday

Pension from Day 1

Medi Cash scheme

Free onsite parking

Training lead role

Job summary

Gi Group in Basingstoke is seeking a Senior Telephone Support Person to provide high-quality telephone and email technical support across a broad mechanical product range. You'll support key account customers and priority installers, assisting with product selection, spare parts identification, installation/programming guidance, and fault diagnosis.

You will act as a day-to-day team lead for first-line support colleagues and assist the Manager with supervision, standards and knowledge sharing.

Qualifications

• Experience delivering telephone-based technical support in a technical or mechanical environment.
• Strong fault-finding mindset with ability to explain technical concepts clearly.
• Experience coaching, guiding or supervising others.
• Willingness to travel occasionally across the UK for training/customer support visits.

Responsibilities

• Answer technical help-line calls and provide clear, accurate advice.
• Supervise 1st line support staff and prioritise workload.
• Create training materials (PowerPoint, videos, webinars) and deliver training.
• Support internal sales with technical specifications and equipment selection.
• Attend key customer visits and support bespoke projects with technical input.
• Deliver product training to internal teams and external customers.

Skills

Technical support

Fault finding

Training content creation

Team leadership

Travel readiness

Tools

PowerPoint

Video editing

Webinars

Job description

Senior Telephone Support Person

Salary: £38,000-£40,000 per year

Hours: 8:30am-5:00pm (Mon-Thurs), 8:30am-4:00pm (Fri)

Job Type: Full-time, Permanent

Location: Basingstoke (with occasional UK travel for customer training/visits)

About the role

We're looking for a Senior Telephone Support Person to provide high-quality telephone and email technical support across a broad mechanical product range. You'll support key account customers and priority installers, helping with product selection, spare parts identification, installation/programming guidance, and fault diagnosis. You'll also act as a day-to-day team lead for first-line support colleagues and assist the Manager with supervision, standards, and knowledge sharing.

Benefits

• Competitive salary £38,000-£40,000
• Early finish on Fridays (4:00pm)
• 33 days holiday inclusive of bank holidays
• Pension contribution from Day 1
• Opportunity to join Medi Cash scheme from Day 1
• Free onsite parking
• Opportunity to develop expertise and take ownership as a senior technical support lead

Key responsibilities

• Answer technical help-line calls, providing clear and accurate advice to customers and installers
• Support and supervise 1st line support people, prioritising workload and quality of responses
• Prioritise support for account holders and approved installers over non-account holders/end users
• Manage assigned email enquiries and call-backs efficiently and to agreed service levels
• Maintain and develop strong product knowledge through ongoing training and personal development
• Support internal sales teams with technical specification and equipment selection
• Attend key customer visits as required and support bespoke customer projects with technical input
• Contribute to new product appraisal and feedback
• Create training materials (PowerPoint presentations, videos, webinars, demo rigs)
• Deliver product training to internal teams and external customers (office-based and on customer sites UK-wide)

What we're looking for

• Proven experience delivering telephone-based technical support in a technical or mechanical environment
• Strong fault-finding mindset and ability to explain technical concepts clearly to different audiences
• Confidence supporting customers, installers, and internal stakeholders under time pressure
• Experience coaching, guiding or supervising others
• Comfortable creating and delivering training content
• Willingness to travel occasionally across the UK for training/customer support visits