Technical Enquiry Team Leader - Siniat

Etex Group; Bristol; On-site; GBP 35,000 - 50,000; Full time

Job summary

Etex Group is seeking a Construction Technical Support Team Leader for their Bristol location. This role involves leading a technical support team, providing excellent customer service, and ensuring effective management of technical inquiries. Ideal candidates will have experience in customer service, CAD knowledge, and a passion for delivering high-quality service. Etex is committed to sustainability and fostering a diverse and inclusive workplace environment.

Qualifications

• Experience in managing remote customer service or technical support across multiple channels.
• Ability to interpret 2D construction drawings.
• Experience in leading and motivating a team.

Responsibilities

• Lead and support the 1st Line Technical Support team.
• Manage handling of inbound technical enquiries.
• Oversee project pack reviews and ensure accurate CAD production.
• Measure and report on team activity and implement process improvements.

Skills

Communication

Team Management

Customer Service

Organisational Skills

Construction Knowledge

Education

IFE level 3 or equivalent

Tools

CRM Systems

CAD Software

Job description

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Construction Technical Support Team Leader

Location:

Bristol, GB

At Etex, our purpose is to inspire new ways of living. We are an international leader in sustainable construction, driven by a passion for excellence, but it's our people that are our top priority. We connect, collaborate, and champion the well-being of our employees, forming partnerships and pioneering change in our ever-evolving industry.

At Etex, we seek to make a meaningful impact in the lives of our customers and communities. Are you looking for a company where you can learn, grow & lead? Join us as a Construction Technical Support Team Leader in Bristol!

This role is critical in leading our frontline technical team to deliver high-quality, responsive customer service regarding our Siniat product offerings.

What you’ll do:

• Lead, coach, and support the 1st Line Technical Support team to deliver a responsive, customer-focused service.
• Manage the process of handling inbound technical enquiries, including triaging, escalating, and resolving in line with service level agreements.
• Oversee project pack reviews and ensure accurate CAD production to support customer specifications.
• Utilise CRM systems effectively, track team performance, and implement process improvements.
• Collaborate cross-functionally with technical and commercial colleagues to promote Etex and Siniat solutions.
• Measure and report on team activity, manage risks, and ensure continuous improvement in technical service delivery.

What you’ll bring:

• A passion for delivering excellent service, and experience in inspiring and motivating a team to do the same.
• Experience in managing remote customer service or technical support across multiple channels.
• Working knowledge of CAD and the ability to interpret 2D construction drawings.
• Awareness of general construction practices and familiarity with construction products.
• Excellent communication and organisational skills to work effectively across departments and influence improvements.
• An IFE level 3 or the interest in completing and obtaining one.
• We are named the world's #1 most trustworthy company in the construction sector by Newsweek and Statista in 2023!
• Our culture – we connect & care about those around us. We nurture teamwork, communities, partnerships, and new ways of working, placing the highest importance on the safety and working environment of our people.
• Our ‘Road to Sustainability 2030’ is our plan to help build a better, sustainable future. We work towards this vision by caring about our social and environmental impacts and developing innovative solutions.
• We have a strong conviction that diversity of thinking helps us to deliver a strong and sustainable performance. It is also essential for us that everyone feels part of the team. In this spirit, we are committed to equal opportunities and zero tolerance towards discrimination.
• Flexibility: For us, hybrid and flexible working is all about trust, and we want you to be able to do your best work (depending on the role).