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Customer Support Team Leader

3 weeks ago

Reading, United Kingdom Think Specialist Recruitment Full time

We are working with a global company, specifically one of their offices based in Reading, they are looking for a Team Leader during this current period of growth to help oversee their Customer Support/Sales Administration team.

This would be an ideal opportunity for someone with prior Team Leader experience within Customer or Sales Support, but this could also be a great route into a Team Leader role for someone who has been acting as a Senior or Supervisor in a similar department.

In this role you will ultimately be the central point of contact for the companies channel partners and customers for any customer and sales support, leading and objective setting for your team to ensure a first class service is given.

The role will be worked on a hybrid structure (3 in the office and 2 remote a week), working Monday to Friday, 8.30am to 5pm, with a 4pm finish on a Friday, free parking is available when working in the offices and paying a starting salary of £30,000 + £2000bonus and huge room to progress and develop too.

**Duties**:

- Lead the Support Team, from conducting reviews to objective setting.
- Review and improve processes and procedures, automating where possible, to ensure maximum efficiencies within the team.
- Provide guidance to the team in the speedy resolution of issues.
- Ownership of escalations & resolutions.
- Identify, measure & monitor a set of key performance indicators.
- Prepare periodic performance reports for review.
- Seek resolution to any systems issues via internal IT Support.
- Monitor & review account allocation ensuring first in class service.
- Maintain accuracy and consistency of data on database.
- Provide team training programme to ensure cover during busy periods.
- Attend supplier meetings.
- Monitor & measure team KPIs identifying areas for improvement.
- Provide cover for absent team members.
- Team Leader/supervisory experience
- SAP experience
- Customer Support or Sales Support Experience
- Prior experience in conducting reviews, objective setting, handling KPIs would be useful
- High attention to detail
- Process driven
- Team player