Customer Support Team Leader

As Customer Support Team Leader you will be responsible for delivering service excellence through our team of front line Customer Support Advisors and Remote Support Engineers. The Customer Support Team are at the forefront of our service and 1st impressions speak volumes for our customer base.

We aim to delivery service excellence, whilst focusing on continual improvement, ensuring the customer is at the heart of everything we do. The team are responsible for responding to all incoming contact via various methods including our Client Portal, phone, email and chat functions. As first point of contact, the team will handle a multitude of enquiries, utilising a range of software to facilitate resolving the query on the first contact.

Client satisfaction is key and you will ensure that your team deliver an efficient and effective service, at all times. Monitoring the quality of our services through quality monitoring and client feedback.


  • To manage a team of Customer Support Advisors / Remote Support Engineers, ensuring that
    agreed targets are met
  • To ensure appropriate resources are planned in order to maintain services.
  • To drive Remote Resolution targets through use of Decision Support Tools and software.
  • To provide information to Head of Customer Support and Directors as appropriate.
  • To ensure that employees remain motivated and provide a high level of customer service.
  • To ensure effective management of employees within the team.
  • To lead the team, by example, when dealing with our customers by providing a high level of
    customer service and following agreed procedures.
  • To monitor the performance of team members, identifying and following up on any necessary
    training requirements.
  • To facilitate training new and existing team members in all areas of the service delivery
    required for the team.
  • To provide accurate reports of performance levels to drive continuous improvement.
  • To monitor Customer Satisfaction relating to the teams’ interactions.
  • To carry out monthly Quality Monitoring to ensure we continue to deliver service excellence.
  • To actively support the Head of Customer Support by continually reviewing and implementing
    process improvements and by implementing any required changes.
  • To ensure that the team act in a confidential manner at all times.
  • To handle any customer complaints or escalations.
  • To liaise with internal staff on all levels, including senior management, PS teams and Account
  • To present team performance at monthly Town Hall meetings.
  • To attend meetings to promote the team and the department.
  • To conduct introductory tours for internal and external stakeholders.

Person Specification

  • Previous experience within a front line contact centre or customer service environment.
  • Previous experience of supervising employees.
  • Intermediate IT skills e.g. MS Office packages
  • Experience of using IT systems, specifically Communications systems. (Experience of Avaya
    ACCS would be advantageous)
  • Ability to analyse data to drive performance and improvements
  • Ability to organise and prioritise workload of team and self.
  • Ability to communicate ideas and issues effectively to a wide range of individuals.
  • Ability to provide practical and innovative solutions, looking at the bigger picture.
  • Ability to motivate team members, ensuring that targets are clearly communicated and met.
    Ability to team build and develop the potential of a team
  • Ability to meet deadlines and work under pressure, maintaining quality and effectiveness of
    own performance
  • Flexible approach to work.

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