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- Tasks: Lead and inspire a team to deliver exceptional customer support experiences.
- Company: Join Person Centred Software, a leader in digital transformation for social care.
- Benefits: Enjoy a competitive salary, flexible working, 25 days holiday, and unique perks.
- Why this job: Make a real impact in social care while working with innovative technology and a passionate team.
- Qualifications: Experience in customer support and leadership, with strong communication and problem-solving skills.
- Other info: Opportunity for growth in a fast-paced, supportive environment.
The predicted salary is between 30000 - 40000 £ 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 fantastic team of Customer Support Advisors and Specialists, helping them deliver consistently outstanding experiences for our customers. You’ll play a vital role in coaching the team, optimising 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 consistently 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
- Organise team schedules and tasks to ensure optimal staffing and excellent customer service
- Monitor quality of service through regular 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 pain points and collaborate across teams to drive service improvements
- Continuously refine processes and troubleshooting procedures to improve efficiency and customer satisfaction
- Support the Head of Customer Support with ongoing strategy and service development
What You’ll Bring:
- Proven experience in customer support, with additional experience in a leadership or supervisory role
- A passion for delivering person-centred service and exceptional customer experiences
- Analytical mindset, able to interpret data and turn insights into action
- Strong leadership, communication, and interpersonal skills—you know how to inspire and develop people
- Calm under pressure with excellent conflict resolution and decision-making abilities
- Experience with APIs, integrations, cloud-based solutions, and customer support tools (e.g. Zendesk, Intercom, Freshdesk)
- Solid understanding of CRM and support ticketing systems
- Excellent problem-solving skills and a detail-oriented approach
What We Offer:
- A base salary of £35,000 – £40,000 and bonus depending on experience
- Modern town centre offices in Guildford, with opportunity for ad hoc home working
- 25 days holiday
- Net zero pension scheme
- Additional perks including; cycle to work scheme, staff discounts portal and 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 modernise and future-proof social care.
Tech That Transforms –automation, real-time data—our solutions are redefining how social care operates
Join the Market Leader – Trusted by thousands, we set the benchmark for digital transformation in social care
Drive Meaningful Innovation – Work at the forefront of a sector ready for change, where your skills fuel real-world impact
Challenge Yourself, Make a Difference – If you love tech and solving big challenges, we want to hear from you
Work with the Best – Join a team of top-tier professionals passionate about using technology to drive change #J-18808-Ljbffr
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 specific examples of how you've led a team in the past. Think about times when you successfully mentored team members or improved processes, as these experiences will showcase your leadership skills and ability to inspire others.
✨Tip Number 3
Research common customer pain points in the industry and be ready to share your insights on how to address them. This shows that you not only understand the challenges customers face but are also proactive in finding solutions.
✨Tip Number 4
Demonstrate your analytical mindset by preparing to discuss how you've used data to drive improvements in customer service. Highlight any metrics you've monitored and how you've turned insights into actionable strategies for your team.
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 your experience in customer support and leadership roles. Use specific examples that demonstrate your ability to inspire teams and deliver exceptional customer service.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer support and how your skills align with the role. Mention your analytical mindset and provide examples of how you've improved processes or resolved complex queries in the past.
Showcase Relevant Skills: Emphasise your strong leadership, communication, and problem-solving skills. Mention any experience with customer support tools like Zendesk or Intercom, as well as your understanding of CRM systems.
Prepare for Potential Questions: Think about how you would handle common scenarios in customer support leadership. Be ready to discuss your approach to mentoring team members, managing escalations, and driving service improvements.
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 inspired and developed your team in previous roles, focusing on mentoring and fostering a growth mindset.
✨Emphasise Customer-Centricity
Highlight your passion for delivering exceptional customer experiences. Be prepared to discuss how you've championed the voice of the customer in past positions and how you plan to do so in this role.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving and conflict resolution skills. Prepare scenarios where you've successfully managed escalations or resolved complex queries, showcasing your calmness under pressure.
✨Familiarise Yourself with Relevant Tools
Since experience with customer support tools is essential, brush up on your knowledge of platforms like Zendesk or Intercom. Be ready to discuss how you've used these tools to improve service delivery and efficiency.
