Customer Support Lead

About the Role

Our client is looking for a proactive and skilled Customer Support Lead to head their support operations in Birmingham . This leadership role involves guiding a team of customer service professionals to deliver outstanding support and resolve client issues effectively. You will be responsible for setting performance standards, managing team schedules, and ensuring the consistent delivery of high-quality customer interactions. This is an ideal opportunity for an experienced customer service professional looking to step into a leadership position within a company that prioritizes customer satisfaction and employee growth in a collaborative, office-based environment.

Key Responsibilities

• Lead, mentor, and manage a team of customer support representatives, fostering a positive and productive work environment.
• Develop and implement efficient customer support workflows and procedures to enhance service delivery.
• Monitor team performance metrics, providing regular feedback and coaching to improve individual and team outcomes.
• Act as the primary point of contact for complex customer issues and complaints, ensuring timely and satisfactory resolution.
• Collaborate with management to establish customer service goals and strategies aligned with business objectives.
• Maintain up-to-date knowledge of products and services to ensure accurate and effective customer guidance.

Requirements

• Previous experience in a supervisory or team lead role within customer support or a related field.
• Strong understanding of customer service best practices and the ability to manage a support team.
• Excellent leadership, communication, and interpersonal skills.
• Proficiency with helpdesk software and CRM systems.
• Demonstrated ability to resolve complex customer issues and de-escalate challenging situations.
• Commitment to delivering exceptional customer service in an office-based setting.

Benefits

• Competitive salary with potential for performance bonuses.
• Company-sponsored training and development programs.
• Health, dental, and vision insurance plans.
• Generous annual leave and public holiday entitlement.
• A structured and supportive work environment focused on team success.