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- Tasks: Lead a dynamic customer support team and ensure top-notch service delivery.
- Company: Join a forward-thinking company focused on customer satisfaction and operational excellence.
- Benefits: Competitive salary, flexible working options, and opportunities for personal growth.
- Why this job: Make a real difference by enhancing customer experiences and leading a passionate team.
- Qualifications: Experience in customer support and strong leadership skills are essential.
- Other info: Fast-paced environment with plenty of room for career advancement.
The predicted salary is between 36000 - 60000 £ per year.
Our client is looking for a Customer Support Team Leader to lead a hybrid customer support team, combining customer-facing service with operational control. This hands-on role is responsible for ensuring SLA compliance, driving high-quality customer experiences, coaching and developing team members, and identifying continuous improvement opportunities. The successful candidate will act as the first line of leadership within the support team, balancing day-to-day operational management with people leadership.
Key Responsibilities:
- Lead a customer support team, overseeing day-to-day operations including calls, emails, quotations, and order processing.
- Act as the escalation point for complex or high-risk customer issues.
- Coach team members on proactive customer engagement, SLA adherence, and quality standards.
- Monitor workloads and ensure role clarity between different support functions.
- Maintain accurate system data and ensure audit-ready records.
- Support onboarding, training, and performance management of the team.
- Identify recurring issues and implement process improvements.
Candidate Requirements:
- Proven experience in customer support or B2B service operations.
- Experience in construction, tool hire, plant hire, or site-driven service environments.
- Strong coaching and people leadership skills.
- Hands-on approach; willing to step in to support operational delivery when needed.
- Strong communication skills, including handling difficult customers or internal stakeholders.
- Ability to manage competing priorities in a fast-paced, SLA-driven environment.
Desirable:
- Previous experience leading a small operational team.
- Strong understanding of the customer lifecycle in a B2B environment.
Customer Support Team Leader in Great Barford employer: AUSTIN MATLEY
Contact Detail:
AUSTIN MATLEY Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Team Leader in Great Barford
✨Tip Number 1
Get to know the company culture before your interview. Check out their website and social media to see how they interact with customers and what values they promote. This will help you tailor your responses and show that you're a great fit for their team.
✨Tip Number 2
Prepare some solid examples of how you've handled customer issues in the past. Think about times when you went above and beyond or improved a process. This will demonstrate your hands-on approach and problem-solving skills, which are key for a Customer Support Team Leader.
✨Tip Number 3
Don’t just focus on your own experience; show how you can coach and develop others. Share stories about how you've helped team members grow or how you've led a team through challenges. This will highlight your leadership skills and commitment to continuous improvement.
✨Tip Number 4
Finally, be ready to discuss how you manage competing priorities in a fast-paced environment. Use specific examples to illustrate your ability to balance operational management with people leadership. And remember, applying through our website gives you a direct line to us!
We think you need these skills to ace Customer Support Team Leader in Great Barford
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer support and leadership. We want to see how your skills align with the role of Customer Support Team Leader, so don’t hold back on showcasing your relevant achievements!
Showcase Your Coaching Skills: Since this role involves coaching team members, share specific examples of how you've developed others in previous positions. We love to see how you’ve made a positive impact on your team's performance and engagement.
Highlight Your Problem-Solving Abilities: As the first line of leadership, you'll need to tackle complex customer issues. Use your application to demonstrate your approach to resolving challenges and improving processes. We’re keen to know how you’ve turned problems into opportunities!
Apply Through Our Website: We encourage you to submit your application through our website for a smoother process. It helps us keep everything organised and ensures your application gets the attention it deserves. Let’s get started on this journey together!
How to prepare for a job interview at AUSTIN MATLEY
✨Know Your Customer Support Inside Out
Make sure you understand the ins and outs of customer support, especially in a B2B environment. Brush up on common challenges faced in construction or tool hire sectors, as this will show your potential employer that you're ready to tackle the specific issues their team encounters.
✨Show Off Your Coaching Skills
Prepare examples of how you've successfully coached team members in the past. Think about specific situations where your guidance led to improved performance or customer satisfaction. This will demonstrate your leadership capabilities and your hands-on approach.
✨Be Ready for Scenario Questions
Expect questions that put you in the hot seat, like handling difficult customers or managing competing priorities. Practise your responses to these scenarios so you can showcase your problem-solving skills and ability to maintain SLA compliance under pressure.
✨Highlight Continuous Improvement Initiatives
Come prepared with ideas for process improvements based on your previous experiences. Discuss any recurring issues you've identified in past roles and how you implemented changes to enhance customer experiences. This shows your proactive mindset and commitment to excellence.