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- Tasks: Lead and motivate the 1st Line Customer Support Team to achieve service excellence.
- Company: Join a well-established organisation near Southend-on-Sea, known for its commitment to customer service.
- Benefits: Enjoy a competitive salary, professional development opportunities, and a supportive work culture.
- Why this job: Step into a hands-on leadership role that drives innovation and continuous improvement in customer support.
- Qualifications: Previous experience in leading a customer support team and strong problem-solving skills are essential.
- Other info: Embrace a culture of coaching, mentoring, and professional growth while upholding company values.
Location: Near Southend-on-Sea, Essex (Office-Based)
Salary: Up to 35,000 per annum
Hours: Full-Time
Are you an experienced IT support professional with strong leadership skills and a passion for delivering top-tier customer service? We are working with a well-established organisation based near Southend-on-Sea to recruit a 1st Line Support Team Leader to lead and empower their customer support team. This is an exciting opportunity for someone ready to step into a hands-on leadership role, helping shape and refine the 1st Line function while driving service excellence and continuous improvement.
As the 1st Line Support Team Leader, you will take charge of the day-to-day performance of the 1st Line Customer Support Team. Your focus will be ensuring service levels and KPIs are consistently achieved while delivering an exceptional customer experience. You will play a key role in setting SLAs, coaching the team, and analysing performance data to drive meaningful improvements.
Key Responsibilities:- Lead, manage, and motivate the 1st Line Support Team to consistently meet service levels and performance targets.
- Set, monitor, and refine SLAs and KPIs, ensuring a clear and accountable service delivery framework.
- Use service data and trends to identify areas for improvement and implement practical, scalable solutions.
- Support customer satisfaction initiatives, contributing to performance in CSAT and NPS scores.
- Oversee the creation and management of Knowledge Base content to empower both users and support staff.
- Identify recurring support issues and reduce ticket volumes through training, education, and process improvements.
- Act as an escalation point for complex or unresolved customer issues, ensuring swift and satisfactory outcomes.
- Foster a culture of coaching, mentoring, and professional development within the team.
- Collaborate with internal stakeholders across departments to ensure service alignment and improvement.
- Continuously drive innovation and process optimisation within the support function.
- Deliver regular performance updates and service improvement reports to senior leadership.
- Monitor quality of service via telephony and ticketing platforms, ensuring consistency and high standards.
- Uphold strict adherence to data protection, information security, and relevant company policies.
- Promote and embody the organisation's values, with a strong focus on Safeguarding, Equality, and Diversity.
- Previous experience leading or mentoring a 1st Line or customer support team within an IT environment.
- A strong understanding of SLA/KPI management and performance analysis.
- Excellent problem-solving, communication, and interpersonal skills.
- Experience using helpdesk or ticketing systems.
- A proactive approach to continuous improvement and service delivery.
- Ability to coach, develop, and inspire a team in a fast-paced environment.
- Familiarity with ITIL principles and data protection best practices is desirable.
Want to know more? APPLY TODAY!
1st Line Support Team Leader employer: Cooper Lomaz Recruitment Ltd
Contact Detail:
Cooper Lomaz Recruitment Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line Support Team Leader
✨Tip Number 1
Familiarise yourself with the specific SLAs and KPIs relevant to the role. Understanding these metrics will not only help you in interviews but also demonstrate your commitment to service excellence.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed or mentored a team in the past. Be ready to discuss your approach to motivating team members and driving performance.
✨Tip Number 3
Research the company’s values and culture, particularly their focus on Safeguarding, Equality, and Diversity. Tailor your discussions to reflect how your personal values align with theirs.
✨Tip Number 4
Prepare to discuss your experience with helpdesk or ticketing systems. Being able to articulate how you've used these tools to improve customer support will set you apart from other candidates.
We think you need these skills to ace 1st Line Support Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in leading or mentoring a 1st Line or customer support team. Emphasise your understanding of SLA/KPI management and any relevant IT support experience.
Craft a Compelling Cover Letter: In your cover letter, express your passion for delivering exceptional customer service and your proactive approach to continuous improvement. Mention specific examples of how you've driven performance in previous roles.
Showcase Leadership Skills: Clearly outline your leadership style and how you motivate teams. Provide examples of how you've coached or developed team members in a fast-paced environment, as this is crucial for the role.
Highlight Relevant Experience: Detail your familiarity with helpdesk or ticketing systems and any experience with ITIL principles. This will demonstrate your readiness for the technical aspects of the role and your commitment to best practices.
How to prepare for a job interview at Cooper Lomaz Recruitment Ltd
✨Showcase Your Leadership Skills
As a 1st Line Support Team Leader, your ability to lead and motivate a team is crucial. Be prepared to share specific examples of how you've successfully managed or mentored a team in the past, highlighting your leadership style and the positive outcomes that resulted.
✨Demonstrate Your Understanding of SLAs and KPIs
Familiarise yourself with the concepts of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). During the interview, discuss how you have set, monitored, and refined these metrics in previous roles to ensure high service delivery standards.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about how you would handle complex customer issues. Prepare some scenarios where you've successfully resolved difficult problems, focusing on your analytical skills and the steps you took to achieve a satisfactory outcome.
✨Emphasise Continuous Improvement
The role requires a proactive approach to service delivery. Be ready to discuss any initiatives you've implemented in the past that led to process improvements or enhanced customer satisfaction, showcasing your commitment to driving innovation within a support function.
