Customer Support Lead in Belfast

Customer Support Lead

Location: Belfast
Job Type: Permanent, Full-Time
Hours: 37 hours per week
Working Hours:

• Monday to Thursday: 8.30am – 5.00pm
• Friday: 8.30am – 4.30pm

Salary: £32,000 - £34,000 per annum plus bonus

Apple Recruitment is delighted to be recruiting for a Customer Support Lead on behalf of a well-established and highly respected organisation based in Belfast.

Please note, this employer is unable to offer sponsorship. Applicants must have permanent right to work in the UK.

This is an excellent opportunity for an experienced customer service professional to lead a busy customer support function, managing service delivery, complaint resolution, team performance and operational processes while ensuring a consistently high standard of customer experience.

The successful candidate will lead a small team, drive continuous improvement initiatives, support regulatory compliance and play a key role in developing customer service standards across the organisation.

The Role
The Customer Support Lead will be responsible for overseeing day-to-day customer service operations, managing customer enquiries and complaints, supporting team development and producing performance reports to help drive operational excellence.

The role requires a proactive and customer-focused individual with strong leadership skills, experience managing customer service teams and a commitment to delivering outstanding service.

Key Responsibilities

• Lead, motivate and support the Customer Services team to deliver an exceptional customer experience.
• Manage customer enquiries, escalations and complaint resolution processes.
• Conduct performance reviews, coaching sessions and development planning for team members.
• Monitor customer service performance metrics and prepare management reports.
• Support workforce planning, recruitment and employee engagement initiatives.
• Oversee customer support processes and identify opportunities for continuous improvement.
• Coordinate customer service activities to ensure service standards and response times are met.
• Support the implementation of policies, procedures and operational improvements.
• Manage customer communications and ensure regulatory requirements are adhered to.
• Work closely with colleagues across the organisation to ensure the effective delivery of customer services.
• Assist with the development, testing and implementation of new projects and initiatives.
• Support training, compliance and vulnerability awareness activities within the team.

Essential Criteria

• Minimum of 5 GCSEs (or equivalent), including English and Maths at Grade C or above, or a minimum of four year's supervisory and leadership experience within a customer service or contact centre environment.
• At least three year's management experience within a contact centre or customer service environment.
• Proven experience managing customer complaints and escalated customer issues.
• Experience leading, developing and motivating teams.
• Strong performance management and coaching experience.
• Excellent written and verbal communication skills.
• Strong organisational skills with the ability to manage multiple priorities.
• Excellent analytical skills and ability to interpret service data and performance metrics.
• Proficiency in Microsoft Office applications and customer service systems.
• Ability to build effective working relationships across teams and with external stakeholders.

Desirable Criteria

• Business Administration qualification.
• Experience working within a regulated industry such as utilities, financial services or healthcare.
• Experience developing and implementing customer service procedures.
• Experience coordinating training and development activities.
• Contact Centre Management qualification.
• Experience in compliance monitoring or audit processes.
• Knowledge of vulnerability awareness standards and customer service best practice.

Salary & Benefits

• £32,000 - £34,000 per annum
• Annual bonus scheme
• Employer-enhanced contributory pension scheme
• Free life assurance
• Enhanced maternity, paternity and sick pay provisions
• 20 days annual leave plus 11 public holidays
• Additional annual leave entitlement linked to length of service
• Health and wellbeing support programmes
• Cycle to Work Scheme
• Give As You Earn charity scheme
• Free onsite parking
• Ongoing learning and development opportunities
• Opportunity to join a highly respected organisation offering long-term career progression

Interested?
If you are an experienced customer service leader looking to join a forward-thinking organisation where you can make a real impact, we would love to hear from you.

To apply, please submit your CV to Patricia O'Neill at Apple Recruitment or contact us for a confidential discussion.

Apple Recruitment Services is acting as an Employment Agency in relation to this vacancy.
Apple Recruitment is an Equal Opportunities