Tech Support Lead

Lucy Walker Recruitment; Leeds; On-site; GBP 60,000 - 80,000; Full time

Job summary

A prominent recruitment agency seeks a Tech Team Leader for a key office-based role in Leeds. The successful candidate will take charge of the 1st and 2nd line customer support team, ensuring exceptional service levels. Responsibilities include evaluating customer journeys, leading team performance, and designing training materials. This role offers a supportive culture with excellent benefits, including private healthcare and free onsite parking.

Benefits

Free onsite parking

Private healthcare

Good pension scheme

Birthday off

Qualifications

• Experience within a similar Tech Lead role is essential.
• Ability to analyse team performance and report on KPIs effectively.
• Strong relationship-building skills with customers and cross-functional teams.

Responsibilities

• Evaluate the customer journey and implement process improvements.
• Lead and mentor the support team to enhance productivity.
• Design and track QA coaching and training materials.

Skills

Leadership

Communication skills

Decision-making skills

Attention to detail

Performance analysis

Job description

Our client, a leader in their field, is looking to recruit a Tech Team Leader to work within the Helpdesk function. This is a key recruit for the business, with overriding responsibility for the effective monitoring, evaluation and training of the 1st and 2nd line customer support team, assessing the customer journey and implementing positive change. This is an excellent opportunity to join a superb customer centric business where you will be valued and given full support within your role.

This is a fully office-based role for our client as you will interact daily with various teams and that office presence is vital for team support. In return, you will receive an excellent salary, free onsite parking, private healthcare, good pension scheme and your Birthday off! This is a great company to work for with very strong values who invest in their staff and offer an excellent culture.

Duties & Responsibilities

• You will evaluate the Customer journey, assess current processes and making recommendations for change, implementing new ideas.
• Identifying customer pain points, working with 1st and 2nd line support teams to deal with specific challenges whilst also being a key point of contact for customers, to ensure a satisfactory conclusion.
• Leading, supporting and mentoring your small team to ensure productivity is consistently high.
• Ensuring exceptional customer service levels are achieved and reporting on these to the Senior Leadership Team.
• Working collaboratively cross functionally across the business to review and identify coaching and training needs for the teams.
• You will design QA based coaching and training materials to continually assess and improve customer experience and track outcomes on an ongoing basis.
• Ensuring any feedback is acted on through coaching to improve quality.
• Involved with adhoc projects relating to QA and training.

Skills & Experience required

• Experience within a similar Tech Lead is essential
• You will have leadership or supervisory experience, able to analyse the performance of a team effectively and report on KPI’s.
• Able to analyse performance, assess KPI's and provide training and coaching to support this.
• You will have excellent communication skills, able to build relationships both with customers and cross functionally across the business.
• You will have strong decision-making skills, will be tenacious in your approach and proactive.
• Excellent reporting skills to provide effective performance led reporting.
• You will ultimately understand what excellent looks like within customer service and 1st line support and will thrive delivering on this to a wider team.
• Excellent attention to detail and accuracy within all areas of your work.

We are looking for Candidates who have the specific experience outlined above and without this, your application will not be considered. This role is available now and we are looking for interested candidates to apply immediately. Call us or send your CV for immediately consideration. If your CV meets the above criteria, we will be in contact. We are unable to reply to every individual application