Senior Telephone Support Person
Salary: £38,000-£40,000 per year
Hours: 8:30am-5:00pm (Mon-Thurs), 8:30am-4:00pm (Fri)
Job Type: Full-time, Permanent
Location: Basingstoke (with occasional UK travel for customer training/visits)
About the role
We're looking for a Senior Telephone Support Person to provide high-quality telephone and email technical support across a broad mechanical product range. You'll support key account customers and priority installers, helping with product selection, spare parts identification, installation/programming guidance, and fault diagnosis. You'll also act as a day-to-day team lead for first-line support colleagues and assist the Manager with supervision, standards, and knowledge sharing.
Benefits
- Competitive salary £38,000-£40,000
- Early finish on Fridays (4:00pm)
- 33 days holiday inclusive of bank holidays
- Pension contribution from Day 1
- Opportunity to join Medi Cash scheme from Day 1
- Free onsite parking
- Opportunity to develop expertise and take ownership as a senior technical support lead
Key responsibilities
- Answer technical help-line calls, providing clear and accurate advice to customers and installers
- Support and supervise 1st line support people, prioritising workload and quality of responses
- Prioritise support for account holders and approved installers over non-account holders/end users
- Manage assigned email enquiries and call-backs efficiently and to agreed service levels
- Maintain and develop strong product knowledge through ongoing training and personal development
- Support internal sales teams with technical specification and equipment selection
- Attend key customer visits as required and support bespoke customer projects with technical input
- Contribute to new product appraisal and feedback
- Create training materials (PowerPoint presentations, videos, webinars, demo rigs)
- Deliver product training to internal teams and external customers (office-based and on customer sites UK-wide)
What we're looking for
- Proven experience delivering telephone-based technical support in a technical or mechanical environment
- Strong fault-finding mindset and ability to explain technical concepts clearly to different audiences
- Confidence supporting customers, installers, and internal stakeholders under time pressure
- Experience coaching, guiding or supervising others
- Comfortable creating and delivering training content
- Willingness to travel occasionally across the UK for training/customer support visits
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Senior Telephone Support Person in Basingstoke employer: Gi Group
Gi Group is an excellent employer for Class 2 Drivers, offering a dynamic work environment that values professionalism and customer service. With competitive pay rates, exclusive discounts on various services, and a commitment to employee well-being through initiatives like the Armed Forces Covenant and support for neurodiversity, we foster a culture of inclusivity and growth. Join us in a role that not only drives your career forward but also allows you to be part of a supportive team dedicated to making a difference.
