Customer Support Team Leader

Cooper Lomaz Recruitment Ltd; Southend-on-Sea; On-site; GBP 35,000; Full time

Job description

Job Title: Customer Support Team Leader
Location: Near Southend-on-Sea, Essex
Salary: Up to £35,000 per annum
Hours: Full-time, Office-Based

Are you a confident team leader with a passion for delivering outstanding customer support? We're working with a well-established organisation based near Southend-on-Sea to find a Customer Support Team Leader who can inspire a team, drive service improvements, and ensure a first-class experience for customers.

This is a fully office-based position, offering the chance to lead a growing team and make a genuine impact in a supportive and dynamic working environment.

The Role:

As Customer Support Team Leader, you'll be responsible for overseeing the day-to-day operations of the support team. Your focus will be on maintaining excellent service levels, identifying areas for improvement, and mentoring team members to help them reach their full potential. You'll be hands-on, data-driven, and customer-focused, playing a key role in ensuring service excellence across the business.

Key Responsibilities:

1. Lead and manage the daily performance of the Customer Support Team, ensuring SLAs and KPIs are consistently met.
2. Analyse service trends and performance data to identify areas for improvement and implement practical solutions.
3. Drive customer satisfaction by contributing to key metrics such as CSAT and NPS.
4. Coordinate the creation of clear and helpful Knowledge Base content to reduce incoming queries and support self-service.
5. Identify common support issues and take proactive steps, such as training or process updates, to reduce recurring problems.
6. Act as a key escalation point for customer queries, ensuring timely and effective resolution.
7. Support the professional development of the team through coaching, mentoring, and training.
8. Collaborate with internal stakeholders to ensure alignment on service standards and customer experience.
9. Promote a culture of continuous improvement, driving efficiency and innovation within the support function.
10. Provide regular performance reports and updates to senior management.
11. Ensure adherence to data protection and information security protocols.
12. Monitor service quality via telephony and ticketing systems, using findings to enhance delivery and consistency.
13. Ensure all practices align with company values, policies, and procedures, including Safeguarding and Equal Opportunities.

What We're Looking For:

1. Proven experience leading a customer support or IT service desk team.
2. Strong communication and interpersonal skills, with a collaborative approach.
3. Experience using helpdesk/ticketing systems and working within SLA/KPI frameworks.
4. Ability to analyse data and implement service improvements.
5. A calm and confident approach to handling escalations and resolving issues.
6. Motivated by developing others and achieving team success.
7. Excellent organisational and time management skills.
8. ITIL Foundation certification or equivalent (desirable).
9. Familiarity with ISO/IEC 27001 or other service standards is advantageous.