Senior Telephone Support Person

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

Benefits offered by this job

Competitive salary

Early Friday finish

33 days holiday

Pension from Day 1

Medi Cash from Day 1

Free onsite parking

Senior technical lead development

Job summary

Gi Group Holdings Recruitment Limited is recruiting 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 will also act as day-to-day team lead for first-line support colleagues and assist the Manager with supervision, standards, and

Qualifications

• Proven 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.
• Comfortable creating and delivering training content.

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).

Skills

Telephone support

Fault finding

Coaching

Training delivery

UK travel

Tools

PowerPoint

Video creation

Webinars

Demo rigs

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
li>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

Gi Group Holdings Recruitment Limited are proud founding members of Menopause in business, corporate members for Neurodiversity in business, Disability Confident committed members, Gold status for the Armed Forces Covenant, Bronze trail blazers for Racial Equality matters and Age Friendly Employer pledge members.

Gi Group Holdings Recruitment Limited group of companies includes Gi Recruitment Limited, Draefern Limited, Gi Group Recruitment Ltd, INTOO (UK) Limited, Marks Sattin (UK) Limited, TACK TMI UK Limited, Grafton Professional Staffing Limited, Encore Personnel Services, Gi Group Ireland Limited and Kelly Services (UK) Ltd. Gi Group Ireland Limited are acting as an Employment Agency in relation to this role.