Technical Support Team Lead

Salary
- **Competive plus bonus**
- Location
- **Remote, UK**
- This is a _permanent_, _full time_ vacancy_ that will close _in a month_ at 23:59 GMT_. _

**The Vacancy**

Customer Services Team Leaders play a pivotal role in managing and guiding their team to effectively address customers’ technical queries and issues while meeting service level agreements (SLAs) and business key performance indicators (KPIs). Their responsibilities encompass fostering a customer-centric culture, providing coaching to enhance individual and team performance, and overseeing the continuous development of the team.

**What will you be doing?**

In your role as a Customer Services Team Leader, your responsibilities will encompass:

- Achieving and surpassing agreed KPIs, SLAs, standards, and compliance for the team.
- Introducing new activities and initiatives to enhance team performance, ensuring excellence.
- Leading the team with a focus on day-to-day management, including behaviour, absence, lateness, compliance, performance, and service.
- Coaching team members effectively to foster a culture of first-time resolution and delivering exceptional customer service.
- Managing individual performance and conducting according to established guidelines.
- Implementing improvement plans, incorporating development actions and providing necessary support.
- Developing team members, implementing learning interventions to meet required standards and support personal development goals.
- Collaborating with other departments, offering key insights on customer experience and trends, identifying opportunities for enhancement.
- Promoting a culture of continuous improvement and idea generation, encouraging the team to contribute to refining ways of working, sharing best practices, and developing knowledge articles.
- Handling customer escalations and complaints, providing constructive feedback for individual learning where applicable.
- Adhering to guidelines for major incident management.
- Completing all mandatory training, including current data protection modules.
- Exemplifying the IRIS values and representing the IRIS brand in a friendly and professional manner.

**What are we looking for?**
- Leadership & Management experience in a customer-facing service role
- Experience supporting software products on a technical level (desirable)
- Possesses Microsoft qualifications (desirable).

In addition to the core skills/experience above, the following competencies are essential for success in this position:

- Leadership & Team Management
- People Development
- Achieving Results
- Collaborative Teamwork
- Innovative Thinking
- Effective Planning & Organization
- Business Acumen

**Please note**:
**About IRIS**

As one of the UK’s largest privately held software companies, IRIS Software Group exists to simplify the lives of businesses, schools and organisations.

IRIS provides software solutions and services that substantially enhance operational compliance, efficiency and accuracy, empowering the users of our technology to look forward with certainty and confidence.

Over 4 million parents use our software to connect with their child’s school, 18% of UK employees are paid via an IRIS payroll solution, 50,000 SMEs use IRIS cloud bookkeeping and 21,000 firms rely on us for legislative compliance.

Our operational software is the invisible but essential beating heart of our customers’ businesses, supporting them in a range of objectives, from maintaining legislative compliance to boosting engagement with stakeholders and enhancing productivity.

It’s vital these mission-critical functions work first time, every time.

That’s why IRIS helps businesses run the tough stuff, stay compliant and get operational tasks done right first time, every time - so they can focus on productivity and growth.

IRIS is a company built on hiring the best people; our people are our greatest assets.

They enable us to be the innovative, market-leading, and high-performing company that we are today.

We’re delighted to be certified as a Great Place to Work and one of the UK’s Best Workplaces for Women.

These accolades confirm that our employees have a consistently positive experience at IRIS, with the certifications considering employee wellbeing, diversity and inclusion, trust in management, effective communication and recognition/reward.

IRIS is committed to engaging, rewarding and empowering our employees, and this is central to what we do.

This is why we work to create an environment where employees feel like they are part of a team.

**Why work for IRIS?**

**The Benefits**

**Generous holiday allowance**

**Charity / volunteering days**

**Income protection insurance**

**Life assurance**

**Employee Assistance Program**

**Private healthcare**

**Additional discount**
**schemes**

**Cycle to work**
**scheme