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- Tasks: Lead a dynamic customer support team and enhance customer experiences daily.
- Company: Join a forward-thinking company in Peterlee, dedicated to exceptional service.
- Benefits: Enjoy free parking, private medical insurance, and a pension scheme.
- Other info: Access to fresh fruit, tea/coffee, and volunteering opportunities.
- Why this job: Make a real impact on customer satisfaction and team development.
- Qualifications: Proven leadership skills and a passion for problem-solving.
The predicted salary is between 30000 - 40000 £ per year.
Are you a leader who wants to ensure a high level of customer service and continuous improvement? BMC Recruitment Group are currently recruiting for a Customer Support Team Leader for their client in Peterlee, Durham. You’ll oversee their support operations, drive exceptional customer experiences, and lead a high-performing team. In this role, you will be responsible for managing day-to-day support activities, resolving complex issues, and implementing processes that enhance efficiency and service quality. You will collaborate closely with cross-functional teams and global colleagues to ensure our customers receive timely, effective, and seamless support. This role offers the opportunity to make a tangible impact on both customer experience and the growth of this support function within this company.
Career progression and internal development:
- Full time 37 Hours a week
- Monday to Thursday 8.15am to 4.45pm - Friday 8.15am to 3pm
- Free parking
- 4 x death in service cover
- Private Medical Insurance (BUPA – Individual cover)
- Medicash (Health Cash Plan) – individual + up to 4 children
- Salary Sacrifice Pension Scheme
- 2 days per year to take part in volunteering activities for a local charity of your choice
- Access to fresh fruit daily along with free tea/coffee and biscuits in the office
Responsibilities/Requirements:
- Oversee the day-to-day performance of the customer support team
- Review data and strengthen reporting dashboards to improve visibility and decision making
- Provide coaching and 1:1 reviews to develop team capability
- Maintain compliance with defined SLA’s and drive performance against key metrics
- Handle customer complaints and complex technical issues
- Liaise with Customer Success and other customer-facing teams to reduce repeat queries and enable a proactive approach
- Provide backup coverage across the support functions when required
If you are a strategic leader who thrives on problem-solving, coaching teams, and improving customer satisfaction, I would love to hear from you.
Customer Support Team Leader employer: BMC Appointments Ltd
Contact Detail:
BMC Appointments Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Team Leader
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the hunt for a Customer Support Team Leader role. You never know who might have the inside scoop on an opportunity!
✨Tip Number 2
Prepare for those interviews! Research common questions for leadership roles and think about how your experience aligns with the job description. Practise your answers, focusing on your problem-solving skills and team coaching abilities.
✨Tip Number 3
Showcase your achievements! When you get the chance to chat with potential employers, highlight specific examples of how you've improved customer satisfaction or streamlined processes in previous roles. Numbers speak volumes!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search. Get your CV ready and let’s make it happen!
We think you need these skills to ace Customer Support Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Customer Support Team Leader role. Highlight your leadership experience and any achievements in improving customer service or team performance.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re the perfect fit for this role. Share specific examples of how you've led teams, resolved complex issues, and driven exceptional customer experiences.
Showcase Your Problem-Solving Skills: In your application, don’t forget to mention instances where you've tackled challenging situations. We want to see how you approach problem-solving and improve processes in a customer support environment.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It’s the best way for us to receive your application and get you on the path to joining our team!
How to prepare for a job interview at BMC Appointments Ltd
✨Know Your Customer Support Metrics
Familiarise yourself with key performance indicators (KPIs) relevant to customer support, such as response times and resolution rates. Be ready to discuss how you’ve used data to drive improvements in past roles.
✨Showcase Your Leadership Style
Prepare examples that highlight your leadership approach, especially in coaching and developing team members. Think about specific situations where you’ve successfully resolved conflicts or improved team performance.
✨Demonstrate Problem-Solving Skills
Be prepared to discuss complex issues you've handled in previous roles. Use the STAR method (Situation, Task, Action, Result) to structure your answers and show how you can think on your feet.
✨Engage with Cross-Functional Collaboration
Highlight your experience working with other teams, like Customer Success. Share examples of how collaboration has led to better customer outcomes and reduced repeat queries, showing you understand the importance of teamwork.