Customer Support Team Leader

Austin Fraser; Pencoed; On-site; GBP 25,000 - 45,000; Full time

Job description

Our client is a fast growth tech company providing IT & Comms technology to small and medium businesses throughout the UK.

They are looking for an enthusiastic, customer focussed individual with previous experience of leading a team within the ICT sector, preferably in an IT and/or Telecoms Helpdesk role.

Main duties:

1. Supporting the team through coaching and training
2. Demonstrate ownership, accountability and strive for "first call resolution"
3. Triage calls and allocate workloads based on capacity
4. Monitor all related telecoms, ICT, network, workstation, laptop and application performance issues and identify trends
5. Support the team as needed (take inbound calls when required)
6. Closely monitor open tickets
7. Measure, monitor and report team KPIs to the Head of Service

Experience required:

1. Proven leadership within an ICT/ Telecoms helpdesk
2. Solid experience in customer services
3. Comfortable using CRMs and documentation solutions

This is an excellent opportunity to join an extremely fast growth technology company with a nationwide presence. This role is Monday to Friday 9am - 5.30pm and does not offer hybrid or remote working.

Pure Recruitment acts as an employment agency for permanent recruitment and is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Pure Recruitment Ltd.