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- Tasks: Lead and inspire a team to deliver exceptional customer support experiences.
- Company: Join Person Centred Software, revolutionising social care with innovative technology.
- Benefits: Enjoy a competitive salary, flexible working, 25 days holiday, and unique perks.
- Why this job: Make a real-world impact in a fast-paced environment while developing your leadership skills.
- Qualifications: Proven customer support experience with leadership skills; tech-savvy and analytical mindset required.
- Other info: Work in modern offices with opportunities for home working and a focus on continuous learning.
The predicted salary is between 28000 - 32000 £ per year.
We’re looking for an experienced and inspiring Customer Support Team Leader to join our team on a maternity cover contract. In this role, you’ll lead and support our team of Customer Support Advisors and Specialists, helping them deliver outstanding experiences for our customers. You’ll play a vital role in coaching the team, optimizing support processes, and ensuring service excellence across every interaction. If you’re passionate about people, thrive in a fast-paced environment, and know what great customer support looks like, we’d love to hear from you.
What You’ll Do:
- Lead and inspire a team of Customer Support Advisors and Specialists to deliver empathetic, solution-focused support
- Mentor team members, building their skills in communication, problem-solving, and service delivery
- Foster a growth mindset and culture of continuous learning and improvement
- Organize team schedules and tasks to ensure optimal staffing and excellent customer service
- Monitor quality of service through reviews and performance metrics (CSAT, first-time fix, response times, etc.)
- Manage escalations, resolving complex queries with care and urgency
- Champion the voice of the customer internally—identify trends and collaborate across teams to improve service
- Refine processes and troubleshooting procedures to enhance efficiency and satisfaction
- Support the Head of Customer Support with strategy and service development
What You’ll Bring:
- Proven customer support experience with leadership or supervisory background
- A passion for delivering person-centered service and exceptional customer experiences
- Analytical mindset to interpret data and turn insights into action
- Strong leadership, communication, and interpersonal skills to inspire and develop people
- Calm under pressure with conflict resolution and decision-making skills
- Experience with APIs, integrations, cloud solutions, and support tools (e.g., Zendesk, Intercom, Freshdesk)
- Solid understanding of CRM and support ticketing systems
- Excellent problem-solving skills and attention to detail
What We Offer:
- A salary of £35,000 - £40,000 plus bonus depending on experience
- Modern offices in Guildford, with occasional home working
- 25 days holiday
- Net zero pension scheme
- Additional perks: cycle to work scheme, staff discounts, Employee Assistance Programme
At Person Centred Software, we’re leading the digital revolution in social care. Our technology is reshaping an industry that impacts millions—driving efficiency, improving outcomes, and setting new standards. Every day, your work will help modernize and future-proof social care. Join us to work with the best in a sector ready for change, where your skills will make a real-world impact. If you love tech and solving big challenges, we want to hear from you.
Customer Support Team Leader employer: Person Centred Software Ltd
Contact Detail:
Person Centred Software Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Team Leader
✨Tip Number 1
Familiarise yourself with the latest trends in customer support technology, especially tools like Zendesk and Intercom. Being knowledgeable about these platforms will not only help you understand the role better but also demonstrate your commitment to staying current in the field.
✨Tip Number 2
Prepare to discuss your leadership style and how you've successfully mentored team members in the past. Think of specific examples where you've inspired others or improved team performance, as this will show us your capability to lead effectively.
✨Tip Number 3
Brush up on your analytical skills, particularly in interpreting customer feedback and performance metrics. Be ready to share how you've used data to drive improvements in service delivery, as this is crucial for the role.
✨Tip Number 4
Showcase your problem-solving abilities by preparing scenarios where you've resolved complex customer issues. Highlighting your calmness under pressure and decision-making skills will resonate well with us, as these are key attributes for a Customer Support Team Leader.
We think you need these skills to ace Customer Support Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support and leadership. Use specific examples that demonstrate your ability to inspire and mentor a team, as well as your problem-solving skills.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the role. Mention how your previous experiences align with the responsibilities outlined in the job description, particularly in coaching and process optimisation.
Highlight Relevant Skills: In your application, emphasise your analytical mindset and familiarity with support tools like Zendesk or Intercom. Provide examples of how you've used data to improve service quality and customer satisfaction.
Showcase Leadership Experience: Detail your leadership experience in your application. Discuss how you've managed teams, resolved conflicts, and fostered a culture of continuous improvement. This will demonstrate your capability to lead the Customer Support Team effectively.
How to prepare for a job interview at Person Centred Software Ltd
✨Showcase Your Leadership Skills
As a Customer Support Team Leader, it's crucial to demonstrate your leadership abilities. Share specific examples of how you've successfully led teams in the past, focusing on mentoring and developing team members to enhance their skills.
✨Emphasise Customer-Centric Mindset
Highlight your passion for delivering exceptional customer experiences. Be prepared to discuss how you have championed the voice of the customer in previous roles and how you plan to do so in this position.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving and conflict resolution skills. Prepare scenarios where you've managed escalations or resolved complex queries, showcasing your calmness under pressure and decision-making capabilities.
✨Familiarise Yourself with Relevant Tools
Since experience with support tools like Zendesk or Intercom is essential, make sure you're well-versed in these platforms. Be ready to discuss how you've used such tools to optimise support processes and improve service delivery.
