At a Glance
- Tasks: Lead and motivate a support team to deliver exceptional customer service.
- Company: Dynamic company focused on high-quality support and team development.
- Benefits: Flexible working, career growth opportunities, and a collaborative environment.
- Other info: Office-based role in London with a focus on continuous improvement.
- Why this job: Make a real impact on customer satisfaction and service quality.
- Qualifications: Experience in team leadership and strong customer support skills.
The predicted salary is between 40000 - 50000 £ per year.
About the Role
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.
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
You will be tasked with:
- 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
- Service Delivery & Operations
- 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
- Continuous Improvement
- Identify and implement process improvements
- Maintain and enhance documentation and knowledge bases
- Ensure alignment with best practices (e.g. ITIL frameworks)
- Stakeholder Engagement & Reporting
- 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
What we are looking for:
- 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
- Leadership Qualities
- 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
- 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
Why Join Us?
- Opportunity to shape a high-performing support team within our clients offices
- Work in a collaborative, forward-thinking environment
- Make a real impact on service quality and customer satisfaction
Team Leader (Support) in London employer: Codestone
Join us as a Support Team Lead in the heart of London, where you will have the opportunity to shape a high-performing support team and make a tangible impact on service quality and customer satisfaction. Our collaborative and forward-thinking work culture fosters continuous improvement and personal growth, providing you with the tools and support needed to excel in your career. With a flexible working pattern and a focus on employee development, we are committed to creating an exceptional workplace for our team members.
StudySmarter Expert Advice🤫
We think this is how you could land Team Leader (Support) in 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! Research the company and its culture, and think about how your leadership style aligns with their values. We want you to shine when you get that chance to impress!
✨Tip Number 3
Showcase your skills in real-time! If you get the opportunity, demonstrate your problem-solving abilities during the interview. We love seeing candidates tackle challenges head-on.
✨Tip Number 4
Don’t forget to follow up! A quick thank-you email after your interview can go a long way. It shows your enthusiasm and keeps you fresh in their minds. And remember, apply through our website for the best chance!
We think you need these skills to ace Team Leader (Support) in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Team Leader role. Highlight your leadership experience and any customer support achievements to show us you’re the right fit!
Craft a Compelling Cover Letter:Use your cover letter to tell us why you’re passionate about leading a support team. Share specific examples of how you've improved service delivery or coached team members in the past.
Showcase Your Communication Skills:Since communication is key in this role, ensure your application is clear and concise. Use professional language but let your personality shine through – we want to get to know the real you!
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 don’t miss out on any important updates from our team!
How to prepare for a job interview at Codestone
✨Know Your Leadership Style
Before the interview, take some time to reflect on your leadership style and how it aligns with the company's values. Be ready to share specific examples of how you've motivated and developed your team in previous roles.
✨Familiarise Yourself with ITIL Practices
Since the role involves service management, brush up on ITIL frameworks and best practices. Prepare to discuss how you've implemented these in past positions and how they can enhance support operations.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle escalations. Think of real-life scenarios where you successfully resolved complex issues and be ready to walk the interviewer through your thought process.
✨Showcase Your Communication Skills
As a Support Team Lead, effective communication is key. Practice articulating your thoughts clearly and confidently. Be prepared to discuss how you've engaged with stakeholders and improved team collaboration in the past.
