1st Line Support Team Leader

3 weeks ago

Reigate, United Kingdom Infinity Full time

**Salary**: £35,000 - £40,000
**Location**:Reigate or Manchester - Hybrid work set up of 2 days in and 3 days WFH.
**Job type**:Full time

**Direct report**: Customer Support Manager

**About Us**:
Infinity delivers call intelligence pioneered for business. We unlock clarity from the conversations companies have with their customers. We are a cloud-based call tracking platform, and an integral part of the technology stack for marketing teams and contact centres across our extensive international client base.

Our journey started in 2010 when we identified the need for a call tracking product from over a decade of experience of managing paid search campaigns.

Following a steady, organic growth and a strategic investment, we now have a presence across five locations, including London, Manchester, and San Francisco.

Despite our continued growth we stick to a set of core values which we think makes us a great place to work and has made us the success that we are today, and the success we will be in the future. To be part of this inspiring team, you will need to have Impact in all you do, work smart, and be daring, fun and positive In return you will get a great work environment, a set of colleagues like no other, and be able to build your skills and career with us.

**Profile of Role**

We are looking for a 1st Line Support Team Leader to join our successful company and help shape and develop our Support function.

The role will take on responsibilities in directly managing 1st Line Colleagues, performing 1:1 meetings, recruitment, resource planning and personal development of 1st line Support Specialists.

**Key Responsibilities**
- Lead by example in a player/coach style on all activities within the Support Team
- Manage your time efficiently and prioritise numerous, basic & complex support queries in a high-pressure environment. Managing day to day general workload (1st Line Ticket queue) and Escalations in accordance with departmental SLA’s
- Be available and supportive to junior colleagues as initial point of escalation within the 1st Line Support Team with any customer/other operation issues to ensure these are resolved in a timely manner and any learnings are fed back
- Have a high level of communications skills which can be used to help develop colleagues on the Support Team. Be the voice of the Support Team across the business, ensuring efficient interdepartmental communications
- Maintain an ethos of continual improvement to ensure that all processes, tasks, and generally all work is being delivered in a time and cost-effective manner - for example, ascertain trends in Case Types for continual improvement and root issue resolution
- Aid the Customer Support Manager in achieving wider Support objectives on an ad hoc basis
- Manage colleagues under direct line management through KPI’s and appraisals, providing regular feedback during 1-2-1’s and developing individuals within the team
- Identify skills gaps/weaknesses of colleagues under line management and ensure there is a clear plan to provide training and support to address their needs and provide better career progression
- Manage holiday and sick leave for the Support colleagues under direct line management, in line with the employee handbook
- Ensure a thorough and detailed onboarding programme for each new starter under direct line management and manage progress e.g. 3 months, 6 months and 12 months.
- Provide onboarding training to new starters and ongoing coaching to junior members of the team.
- This role encompasses additional responsibilities aiding the Onboarding team as Onboarding Champion
**Key Skills**
- Excellent telephone manner, with strong written and oral communication skills, including complaint handling
- Inspirational leader with excellent coaching and mentorship skills
- Excellent project management skills; time management and communication
- Self-motivated, strives to continuously raise standards & asserts ownership and accountability
- Ability to use own initiative and think ‘outside the box’
- Ability to build strong trusted relationships
- Represent the department at all times both onsite and offsite. Attend social events and company functions at every possible opportunity
- Aspire to maintain the professional, knowledgeable, helpful and approachable reputation of the department
- Drive a culture of positive hard-working behaviour across the team by setting a professional example always in behaviour, attitude and results.

**About the person**
- 2+ minimum years of customer service experience in B2B software
- A valued team member who upholds Infinity values and professional integrity
- Proven experience in a Customer Service or Customer Support Team Manager role
- Self-starter mentality who controls their own destiny

**Beneficial, but not essential**
- Experience in using Salesforce and particularly Salesforce service cloud
- Experience of call tracking systems.
- Experience of online marketing.
- Experience

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