Customer Support Team Lead

2 weeks ago

Derby, United Kingdom Orderly Full time

**Key Responsibilities**:
**Team Leadership**:

- Lead, mentor, and manage the customer support team, ensuring that the team delivers exceptional customer service consistently and meets their individual and team targets
- Conduct regular team meetings to review performance, set goals, and provide feedback and coaching to team members.
- Identify training needs and opportunities for team members to enhance their skills and knowledge. Facilitate and organise training sessions to ensure staff are proficient in company products and customer service best practices.
- Ensure the team adheres to best practices and company policies.

**Customer Service Management**:

- Oversee the handling of customer requests logged in the support desk, ensuring timely and effective resolution through troubleshooting, liaising with development teams, and guiding customers.
- Maintain an agreed level of contact with customers to deliver exceptional service.
- Monitor and manage the logging of tickets, ensuring all fields are completed accurately and the correct priority status is assigned.
- Handle complex customer service issues or complaints that escalate beyond the customer support team. Ensure these are resolved in a manner that upholds the company's reputation and customer satisfaction.

**Performance and Metrics**:

- Set and monitor individual and team OKRs, SLAs and KPIs, ensuring targets are met or exceeded.
- Conduct regular performance evaluations and provide constructive feedback to team members.
- Generate and analyse reports on team performance, customer satisfaction, and service metrics.

**Communication and Collaboration**:

- Ensure effective verbal and written communication with customers and internal stakeholders.
- Facilitate clear communication, especially when technical information needs to be interpreted in a non-technical way.
- Collaborate with other areas of the business, including development and quality assurance, to resolve customer issues and improve service quality.
- Deliver presentations to internal teams and external customers as needed

**Continuous Improvement**:

- Stay updated with industry trends and best practices in customer support.
- Propose and implement process improvements to enhance efficiency and service quality.
- Foster a positive and collaborative team environment.
- Generate and analyze data from the support desk to provide insights and recommendations to management based on data and trends observed in customer interactions and team performance.

**Out of Hours Support**:

- Coordinate and participate in providing out-of-hours support as part of a rota.

**Qualifications**:

- Bachelor’s degree in Business Administration, Communications, related field or equivalent hands on experience.
- 3+ years of experience in customer support, with at least 1 year in a supervisory or lead role.
- Excellent communication, interpersonal, and leadership skills.
- Strong problem-solving abilities and a customer-centric mindset.
- Proficient in customer support software and tools (e.g., CRM systems, help desk software).
- Ability to work in a fast-paced environment and manage multiple priorities.
- Ability to handle high-pressure situations and customer escalations.
- Strong analytical skills with the ability to interpret data and generate insights.

Salary bracket: £30,000-£40,000

**Inclusivity statement

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