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- Tasks: Lead a dynamic team, manage daily operations, and resolve technical queries.
- Company: Join a global leader in tech, dedicated to exceptional customer experiences.
- Benefits: Enjoy 23-30 days holiday, private medical insurance, and free on-site parking.
- Why this job: Be part of a supportive culture that values personal development and teamwork.
- Qualifications: Experience as a Dispensing Optician and strong customer service skills required.
- Other info: Work Monday to Friday, 9am-5:30pm, in a modern UK headquarters.
The Technical Support Team Leader will be joining a global organisation, based within their modern UK headquarters. The company pride themselves on maximising the latest technology, knowledge and business approach to deliver a first-class customer experience.
Apply (by clicking the relevant button) after checking through all the related job information below.
The successful Technical Support Team Leader will be rewarded with a company pension; 23 days holidays (increasing with service to 30 days), plus Bank Holidays; private medical insurance and life assurance; subsidised staff canteen; free on-site parking; childcare vouchers; uniform provided.
The hours of work are Monday to Friday 9am-530pm.
Summary
The Technical Support Team Leader will be responsible for managing and maintaining the daily operations of the team, handling queries from clients in a timely and effective manner and manage the returns process to full client satisfaction and operational efficiency.
Main Responsibilities
Team Management
* Schedule and oversee daily activities of the support team and conduct regular performance reviews, feedback, and training.
* Lead, mentor and develop a team of Technical Support Specialists.
* Support a team of Skilled Operators to deliver an effective and efficient returns process.
* Ensure all technical support cases are documented and tracked accurately within the system.
Returns Management
* Primary point of contact for escalated technical issues to diagnose and resolve.
* Analyse return trends and implement strategies to reduce return rates and report back to the senior management team.
* Oversee the returns process ensuring all returns are processed efficiently and in compliance with company policies.
* Coordinate with the production team to manage inventory affected by returns.
* Carry out assessments of returned products to identify faults and defects.
Personal Development
* Maintain an in-depth understanding of the company’s products and technologies and provide training to the team when needed.
* Stay updated on industry trends and advancements to continuously improve the support process.
Specific Skills/Qualities Required
* Experience as a Dispensing Optician.
* High level understanding of customer service processes with excellent people skills.
* Communicates powerfully and prolifically, to build collaborative relationships
* Relevant personal development activities; ILM, NVQ, supervisory training.
* Good IT skills.
* Good understanding of ISO requirements.
* The ability to relate, inspire and motivate to achieve the best performance through people.
* Understand what key measures the business requires and drives for results.
* A person who actively strives to develop themselves and others, driving for quality improvement in all aspects of the role.
KEYWORDS: Optician, optical, technical, Team Leader, management, Manager
Unfortunately, due to time restrictions we cannot respond to every applicant, in the event that we haven’t contacted you within 48 hours please take it you have not been successful for this particular role, but your details will be kept on file and considered for all future vacancies.
We are an equal opportunities agency and welcome applicants from all backgrounds.
We are acting on behalf of the client as an Employment Agency in relation to this vacancy
Technical Support Team Leader employer: The Business Connection
Contact Detail:
The Business Connection Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Team Leader
✨Tip Number 1
Familiarise yourself with the latest technologies and trends in technical support. This will not only help you understand the role better but also allow you to speak confidently about how you can lead a team effectively using these advancements.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed teams in the past. Be ready to discuss specific situations where you mentored team members or improved team performance.
✨Tip Number 3
Understand the company's products and services thoroughly. Being able to demonstrate your knowledge during discussions will show your commitment and readiness to take on the Technical Support Team Leader role.
✨Tip Number 4
Network with current or former employees if possible. They can provide insights into the company culture and expectations, which can be invaluable when preparing for interviews and understanding what the hiring managers are looking for.
We think you need these skills to ace Technical Support Team Leader
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Technical Support Team Leader. Tailor your application to highlight relevant experience in team management, customer service, and technical support.
Highlight Relevant Experience: In your CV and cover letter, emphasise your experience as a Dispensing Optician and any supervisory roles you've held. Mention specific achievements that demonstrate your ability to lead a team and improve processes.
Showcase Your Skills: Make sure to include your IT skills and understanding of ISO requirements in your application. Provide examples of how you've used these skills to enhance customer service or streamline operations in previous roles.
Craft a Compelling Cover Letter: Write a cover letter that not only outlines your qualifications but also conveys your passion for the role. Discuss how you can contribute to the company's goal of delivering a first-class customer experience and your commitment to personal development.
How to prepare for a job interview at The Business Connection
✨Showcase Your Leadership Skills
As a Technical Support Team Leader, it's crucial to demonstrate your ability to lead and mentor a team. Prepare examples of how you've successfully managed teams in the past, focusing on your approach to performance reviews and training.
✨Understand the Returns Process
Familiarise yourself with the returns management process, as this is a key responsibility of the role. Be ready to discuss strategies you've implemented in previous positions to reduce return rates and improve customer satisfaction.
✨Highlight Your Customer Service Experience
Given the emphasis on customer experience, be prepared to share specific instances where you've excelled in customer service. Discuss how you handle escalated issues and ensure client satisfaction.
✨Stay Updated on Industry Trends
Demonstrating knowledge of current industry trends and advancements can set you apart. Research recent developments in optical technology and be ready to discuss how they could impact the support process.
