At a Glance
- Tasks: Lead a dynamic customer service team and optimise support operations for top-notch service.
- Company: Join a forward-thinking company in Wakefield with a hybrid work model.
- Benefits: Enjoy 25 days annual leave, healthcare cashback, and flexible working hours.
- Other info: Great opportunities for professional development and potential funding for qualifications.
- Why this job: Make a real impact by enhancing customer experiences and leading a high-performing team.
- Qualifications: Proven leadership in customer support and expertise in Freshdesk or similar systems.
The predicted salary is between 36750 - 36750 € per year.
Location: Wakefield, Hybrid
Salary: up to £36,750
About the role
As the Customer Service Team Leader, you will be responsible for the day‑to‑day management of the first‑line support team and the overall efficiency of our customer service operations. You will ensure that customer enquiries via telephone, chat and ticket systems are handled with speed, technical accuracy, and a high standard of service. Your role is a blend of people management and systems optimisation. You will work closely with the Head of Customer Service to refine our Freshdesk environment, streamline support workflows, and manage the KPIs that define our success. You will be the point of escalation for complex issues and the driving force behind a high‑performing support culture.
Key Responsibilities
- Team Management: Line manage the Customer Support Advisors, providing daily guidance, conducting performance reviews, and identifying development opportunities.
- Helpdesk Oversight: Oversee all first‑line support activities, ensuring ticket queues are managed effectively and SLAs are consistently met.
- Freshdesk Administration: Act as a key administrator for Freshdesk, creating automation rules, managing ticket templates, and optimising workflows to reduce manual overhead.
- KPI Management: Track, analyse, and report on team performance metrics (e.g., response times, resolution rates, and CSAT scores) to ensure high service standards.
- Process Improvement: Continuously review and streamline support processes to improve the customer experience and internal team efficiency.
- Escalation Support: Investigate and resolve complex or high‑priority customer queries that require senior‑level intervention or cross‑departmental collaboration.
- Internal Upskilling: Ensure the support team is fully trained on new product features and internal systems to maintain a high "first‑contact resolution" rate.
- Reporting: Provide regular insights to the Head of Customer Service regarding common customer pain points, system health, and team capacity.
Experience
- Proven Leadership: Experience in a team leader or senior role within a customer support or helpdesk environment, preferably in SaaS.
- Technical CRM Expertise: Proficiency in managing and configuring Freshdesk (or a similar enterprise‑level ticketing system).
- Strong Communication: Excellent verbal and written skills, with the ability to handle difficult customer situations with professionalism.
- Analytical Skills: Ability to collect and interpret helpdesk data to drive decision‑making and performance improvements.
- Logical Troubleshooting: A systematic approach to problem‑solving and technical investigation.
- Organisational Excellence: Ability to manage multiple priorities in a fast‑paced environment while maintaining attention to detail.
Desirable
- SaaS Experience: Strong understanding of software‑as‑a‑service delivery models and technical support cycles.
- Education Sector Knowledge: Familiarity with the specific needs and communication styles of schools and multi‑academy trusts.
- Project Management: Experience in implementing new tools or significant process changes within a support team.
Benefits
- 25 days annual leave (plus 8 days Bank Hols)
- Your birthday off
- BUPA Healthcare Cashback plan – following successful completion of probation
- Pension Scheme
- Ongoing professional development opportunities – we can offer supported study and potential funding for external qualifications
- Flexible working – we can offer part time or term time hours to suit you and your family
Interview process
- Phone screen
- 1st stage
- 2nd stage
Customer Service Team Leader (SAMpeople) in Wakefield employer: Arbor Education
At SAMpeople, we pride ourselves on being an exceptional employer, offering a vibrant work culture in Wakefield that fosters both personal and professional growth. As a Customer Service Team Leader, you will benefit from a supportive environment with flexible working options, comprehensive healthcare plans, and opportunities for ongoing development, ensuring you can thrive while making a meaningful impact on our customer service operations.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Leader (SAMpeople) in Wakefield
✨Tip Number 1
Get to know the company culture before your interview. Check out their social media and website to see what they're all about. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice common interview questions, especially those related to team management and customer service scenarios. We recommend doing mock interviews with a friend or using online resources to get comfortable with your responses.
✨Tip Number 3
Prepare some insightful questions to ask at the end of your interview. This shows that you're engaged and thinking critically about the role. Ask about their approach to team development or how they measure success in customer service.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in leaving a positive impression. Plus, it’s a great opportunity to reiterate your enthusiasm for the role and the company.
We think you need these skills to ace Customer Service Team Leader (SAMpeople) in Wakefield
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience that match the Customer Service Team Leader role. Highlight your leadership experience and any technical CRM expertise, especially with Freshdesk or similar systems.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're the perfect fit for our team. Share specific examples of how you've managed teams and improved customer service processes in the past.
Showcase Your Analytical Skills:Since this role involves tracking and reporting on KPIs, mention any relevant experience you have with data analysis. We love candidates who can interpret helpdesk data to drive improvements!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role as quickly as possible!
How to prepare for a job interview at Arbor Education
✨Know Your Stuff
Make sure you’re familiar with Freshdesk and its functionalities. Brush up on how to create automation rules and manage ticket templates, as these are key parts of the role. Being able to discuss your experience with similar systems will show you’re ready to hit the ground running.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully managed a team in the past. Think about specific situations where you’ve improved team performance or resolved conflicts. This will demonstrate your ability to lead and inspire a high-performing support culture.
✨Be Data-Driven
Familiarise yourself with key performance indicators (KPIs) relevant to customer service. Be ready to discuss how you’ve used data to drive improvements in previous roles. This shows that you understand the importance of metrics in maintaining high service standards.
✨Practice Problem-Solving
Prepare for scenario-based questions where you might need to troubleshoot complex customer issues. Think through your logical approach to problem-solving and be ready to explain your thought process. This will highlight your analytical skills and ability to handle difficult situations.
