At a Glance
- Tasks: Lead a dynamic support team to deliver exceptional customer service and drive continuous improvement.
- Company: Join a forward-thinking company focused on outstanding service delivery.
- Benefits: Competitive salary, flexible working options, and opportunities for career development.
- Other info: Thriving environment with a focus on innovation and personal growth.
- Why this job: Make a real impact by shaping the customer experience in a vibrant London office.
- Qualifications: Experience in team leadership and a strong background in customer support.
The predicted salary is between 45000 - 55000 € per year.
Are you a driven leader with a passion for delivering exceptional customer support and building high-performing teams? We’re looking for a Support Team Lead to take ownership of our support operations on client site in London, and help shape an outstanding service experience for our customers.
About the Role
As our Support Team Lead, you’ll play a central role in ensuring smooth day-to-day support operations, meeting SLAs, and driving continuous improvement. You’ll lead a small team, providing coaching and guidance while working closely with stakeholders across the business.
Location & Working Pattern
- London W1 (office-based)
- 4 days per week in the office, with flexibility to work 1 day remotely
- Monday to Friday, between 8:00am – 6:00pm
- 37.5 hours per week
Role Responsibilities
Leadership & Team Development- Lead, coach, and motivate a team to deliver high-quality support
- Conduct performance reviews, set goals, and support career development
- Deliver training, onboarding, and ongoing learning initiatives
- Manage team schedules and ensure consistent coverage
- Oversee incident and request management to meet SLAs and KPIs
- Provide technical and procedural guidance to the team
- Handle escalations and support complex issue resolution
- Step in to assist during peak times when needed
- Identify and implement process improvements
- Maintain and enhance documentation and knowledge bases
- Ensure alignment with best practices (e.g. ITIL frameworks)
- Act as a key point of contact for major incidents and escalations
- Communicate effectively with internal teams and customers
- Analyse performance metrics and present actionable insights
- Lead team meetings and contribute to strategic planning
Your Experience & Skills
- Proven experience in a team leadership or senior support role
- Strong background in customer support, IT support, or service management
- Familiarity with ITIL and service management tools
- Excellent communication and stakeholder management skills
- Confident decision-maker with a focus on service excellence
- Skilled in coaching, mentoring, and empowering others
- Able to manage conflict and foster a positive team culture
Personal Attributes We Value
- Adaptable and resilient in a fast-paced environment
- Strong problem-solving and critical thinking abilities
- Effective time management and prioritisation skills
- Collaborative mindset with the ability to work independently
- A proactive approach to innovation and continuous improvement
Team Leader (Support) / Service Delivery Manager - On site, London employer: Codestone Group
As a leading employer in the heart of London, we pride ourselves on fostering a dynamic work culture that prioritises employee growth and development. Our Support Team Lead role offers the opportunity to lead a passionate team while enjoying a flexible working pattern and access to ongoing training initiatives, ensuring you thrive both personally and professionally in a supportive environment dedicated to service excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Team Leader (Support) / Service Delivery Manager - On site, London
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to team leadership and customer support. We recommend doing mock interviews with friends or using online platforms to boost your confidence.
✨Tip Number 3
Showcase your skills in real-time! If you get the chance, demonstrate your problem-solving abilities during interviews. We love seeing candidates tackle challenges on the spot, especially in service delivery roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always looking for passionate leaders who can drive exceptional customer support.
We think you need these skills to ace Team Leader (Support) / Service Delivery Manager - On site, London
Some tips for your application 🫡
Show Your Leadership Skills:Make sure to highlight your experience in leading teams and delivering exceptional customer support. We want to see how you've motivated others and driven performance in your previous roles.
Tailor Your Application:Don’t just send a generic CV! Customise your application to reflect the specific skills and experiences that match the job description. We love seeing candidates who take the time to connect their background with what we’re looking for.
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language and avoid jargon unless it’s relevant. We appreciate candidates who can communicate effectively, just like we do with our customers!
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. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Codestone Group
✨Know Your Stuff
Make sure you’re well-versed in the key responsibilities of a Support Team Lead. Brush up on your knowledge of ITIL frameworks and service management tools, as these will likely come up during the interview. Being able to discuss how you've applied these in past roles will show you're the right fit.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in leading and developing teams. Think about specific situations where you’ve motivated your team or resolved conflicts. This will demonstrate your ability to foster a positive team culture and drive performance.
✨Be Ready for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving skills and decision-making abilities. Practice articulating how you would handle escalations or manage peak times, as this will showcase your proactive approach to service delivery.
✨Engage with Stakeholders
Since stakeholder engagement is crucial, prepare to discuss how you’ve effectively communicated with internal teams and customers in the past. Highlight any metrics or insights you've presented that led to improvements, showing your analytical skills and focus on service excellence.
