At a Glance
- Tasks: Lead service delivery and support, solving complex customer issues daily.
- Company: Established tech company specialising in mobile computing and warehouse management.
- Benefits: Competitive salary, hands-on experience, and opportunities for professional growth.
- Other info: Mentorship opportunities available for apprentices and junior team members.
- Why this job: Join a dynamic team and make a real impact in tech support and service delivery.
- Qualifications: Experience in support roles and strong problem-solving skills required.
The predicted salary is between 36000 - 60000 £ per year.
Location: Northampton
Permanent, Full-time
Salary Dependent on Experience
Our client is a specialist in Mobile Computing, Data Capture and Warehouse Management. Combining their customisable software with the highest quality hardware and using barcodes as a language, they are providing cost effective and work efficient packages for effective Warehouse Management. Established in 1982, they have continuously pushed the boundaries to develop a solution and expand their product range - whilst maintaining a leading edge in technology for data collection and management.
Brief Role Outline
The Senior Service Delivery & Customer Support Lead is a senior, hands-on role responsible for overseeing day-to-day service delivery, maintaining service standards, and acting as an escalation point for complex customer and technical issues. This role provides operational leadership and technical oversight within the support function, working closely with management and project teams, while remaining actively involved in service delivery and continuous improvement.
Key Responsibilities
- Service Delivery & Operational Oversight
- Oversight of daily service desk and support activities
- Managing and maintaining the internal call management and logging system
- Triage, prioritisation, and escalation of support requests
- Ensuring support services are delivered in line with agreed SLAs and procedures
- Identifying and resolving recurring issues and service bottlenecks
- Maintaining standards across the Northampton office environment
- Senior Support & Escalation
- Acting as the senior escalation point for complex support and customer issues
- Providing timely, high-quality solutions to technical and service-related problems
- Detecting, tracking, and documenting software defects and inconsistencies
- Producing and maintaining support documentation and knowledge-base materials
- Applying quality engineering principles across the Agile product lifecycle
- Leadership (Non-Managerial)
- Providing day-to-day guidance and support to junior team members
- Supporting apprentices through structured mentoring and on-the-job training
- Promoting consistent working practices, professionalism, and service standards
- Flagging risks, capacity issues, and service concerns to senior management (This role does not carry formal line-management responsibility.)
- Projects & Continuous Improvement
- Contributing to project delivery by reviewing specifications and requirements
- Supporting system, integration, and regression testing where required
- Assisting with the development of automation scripts and service improvements
- Identifying opportunities to improve service methods, workflows, and efficiency
- Working closely with project teams and other departments
- Stakeholder & Communication
- Attending weekly project meetings and relevant operational meetings
- Preparing input for service performance reporting and customer updates
- Supporting customer communications where technical input is required
- Building effective working relationships across teams and departments
Skills & Experience
- Significant experience in a senior support or service delivery role
- Strong technical problem-solving and diagnostic skills
- Experience working with service desks, ticketing systems, and SLAs
- Ability to provide leadership without formal people management
- Strong communication and documentation skills
- Comfortable balancing hands-on work with senior-level oversight
Lead Support & Service Technician in London employer: Equals One
Our client, a leader in Mobile Computing and Warehouse Management based in Northampton, offers an exceptional work environment that fosters innovation and professional growth. Employees benefit from a collaborative culture that prioritises continuous improvement and provides opportunities for mentorship and skill development, making it an ideal place for those seeking a meaningful career in technology-driven service delivery.
StudySmarter Expert Advice🤫
We think this is how you could land Lead Support & Service Technician in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Equals One. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Equals One before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Lead Support & Service Technician in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Equals One:Your cover letter is your chance to shine! Tell us why you want to work at Equals One specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Equals One!
How to prepare for a job interview at Equals One
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
