Team Leader

Dynamite Recruitment Solutions Ltd; Southampton; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading company is seeking a proactive Team Lead for their Customer Support team in Southampton. This role involves leading a team, ensuring smooth operations, and providing exceptional service while fostering a high-performance environment. If you have a background in technical support and are looking to take the next step in your career, this is an excellent opportunity to make an impact.

Qualifications

• Demonstrated experience in a technical support leadership role.
• Proven ability to manage SLA/KPIs.
• Strong communication and people management skills.

Responsibilities

• Lead and support the Customer Support team.
• Handle call escalations and ensure customer satisfaction.
• Monitor SLA and KPI adherence.

Skills

Communication

Problem Solving

People Management

Technical Support Leadership

Process Improvement

Tools

POS Systems

Microsoft Tools

Job description

Team Lead – Customer Support (Hybrid | Southampton)

Join a High-Impact Team Delivering Exceptional Technical Support

Our client is looking for a proactive and results-oriented Team Lead to guide theirCustomer Support team in delivering world-class service. In this role, you’ll lead a small team of Customer Support Analysts, ensuring smooth operations.

This is a hybrid role based in theirSouthampton office (3 days in-office, 2 days remote). As part of their commitment to 24/7 support, you’ll also take part in rotational weekend divert cover, helping maintain service continuity outside standard hours. This responsibility is scheduled in advance and shared within the leadership team, ensuring a balance between professional and personal commitments.

Key Responsibilities

• Lead and support the Customer Support team, fostering a high-performance environment and enabling team members to meet defined standards.
• Provide training, onboarding, and ongoing coaching for new hires and existing staff.
• Handle call escalations, ensuring swift resolution and customer satisfaction.
• Monitor SLA and KPI adherence, produce regular performance reports, and drive accountability and results.
• Improve documentation, processes, and workflows across Microsoft tools and internal systems.
• Stay up to date with company policies, regulatory requirements, and industry best practices.
• Coordinate and prioritize tasks effectively, managing resources to meet team and organizational goals.
• Champion a culture of continuous improvement through feedback, metrics tracking, and professional development.

What We’re Looking For

• Demonstrated experience in a technical support leadership role, ideally within the POS or IT sector.
• Proven ability to manage SLA/KPIs and familiarity with OKR frameworks.
• Experience in team development, including performance reviews and career growth.
• Strong communication, people management, and problem-solving skills.
• Ability to drive process improvements and adapt to evolving business needs.
• Knowledge of POS systems and software deployment is a strong advantage.

Key Competencies

• Building Effective Teams
• Driving Accountability
• Communicating with Impact
• Planning & Prioritization
• Optimizing Workflows
• Demonstrating Resourcefulness

If you are interested in this role please get in touch with Sabrina King on 02392455422!