Technical Support Team Leader

Family and Children's Service of the Capital Region; Easton in Gordano; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

Join a leading company in sustainable construction as a Construction Technical Support Team Leader. This pivotal role focuses on leading a dedicated technical support team, ensuring high-quality customer service, and managing technical inquiries effectively. With a culture that prioritizes employee well-being and teamwork, this position offers hybrid working arrangements and growth opportunities in a trusted organization recognized globally for its commitment to diversity and sustainability.

Benefits

Hybrid working arrangements

Focus on employee well-being

Qualifications

• Experience in customer service or technical support management required.
• Knowledge of CAD and 2D construction drawings necessary.
• Strong service delivery focus with the ability to inspire teams.

Responsibilities

• Lead and support the Frontline Technical Support team.
• Manage inbound technical inquiries and service level agreements.
• Ensure accurate CAD production to meet customer specifications.

Skills

Excellent communication

Organisational skills

Team motivation

Education

IFE level 3 qualification

Tools

CAD

CRM systems

Job description

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, with experience in inspiring and motivating a team.
• Experience 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 qualification or interest in completing and obtaining one.

Why Join Us?

• We are named the world's #1 most trustworthy company in the construction sector by Newsweek and Statista in 2023!
• Our culture connects & cares about those around us. We nurture teamwork, communities, partnerships, and new ways of working, prioritizing safety and a positive working environment.
• Our Road to Sustainability 2030 is our plan to help build a better, sustainable future, caring about social and environmental impacts and developing innovative solutions.
• We believe diversity of thinking helps us deliver strong, sustainable performance. We are committed to equal opportunities and zero tolerance towards discrimination.
• Flexibility: We support hybrid and flexible working arrangements to help you do your best work, depending on the role.