Customer Support Team Lead

About the Role

Our client is seeking a proactive and experienced Customer Support Team Lead to manage and motivate their dedicated support team in Birmingham . In this role, you will oversee daily operations, ensure service level agreements (SLAs) are met, and drive performance improvements within the team. You will be instrumental in shaping the customer experience, acting as a key liaison between customers and internal departments. This position is ideal for a natural leader with a passion for customer advocacy and a strong track record in operational excellence within a customer service environment, contributing to a supportive and results-oriented workplace.

Key Responsibilities

• Lead, coach, and manage a team of customer support representatives to achieve performance targets.
• Monitor team performance, provide regular feedback, and conduct performance reviews.
• Handle escalated customer issues, ensuring timely and satisfactory resolution.
• Develop and implement strategies to improve customer satisfaction and retention rates.
• Manage workforce planning and scheduling to ensure adequate coverage.
• Collaborate with management to set team goals and objectives aligned with business strategy.

Requirements

• Proven experience in a customer support leadership or supervisory role.
• Strong understanding of helpdesk operations and best practices.
• Excellent leadership, communication, and conflict resolution skills.
• Ability to analyze performance data and implement effective improvement strategies.
• Experience with customer relationship management (CRM) systems and support tools.
• Commitment to delivering exceptional customer service and fostering a positive team environment.

Benefits

• Competitive salary package, with an annual earning of 35000 .
• Full-time employment with dedicated training programs.
• Company-provided private medical insurance.
• Pension scheme with employer contributions.
• Opportunities for career progression within a growing company.