At a Glance
- Tasks: Lead a dynamic team to manage customer support operations and ensure top-notch service delivery.
- Company: Gladstone Software is a leading leisure management software provider in the UK and Ireland.
- Benefits: Enjoy 25 days annual leave, private health insurance, and flexible working options.
- Other info: Hybrid work model with a focus on diversity, equity, inclusion, and employee wellbeing.
- Why this job: Join a culture of innovation, collaboration, and continuous improvement while making a real impact.
- Qualifications: Experience in team leadership within a software support environment and strong analytical skills required.
The predicted salary is between 36000 - 60000 £ per year.
ABOUT US
Gladstone Software is the leading supplier of leisure management software in the UK and Ireland, helping the leisure industry make the population fitter and healthier. With our innovative technology solutions, we support operators in delivering exceptional customer experiences across fitness, wellness and leisure services.
Our Customer Support function plays a central role in achieving this mission. As we evolve our support operating model to meet the demands of SaaS delivery, automation and customer expectations, we are building high-performing teams driven by ownership, delivery and continuous improvement.
WHAT YOU’LL BE DOING
As a Customer Support Team Leader, you’ll manage a blended team of Support Agents and lead the day-to-day operations of your team — focusing on SLA adherence, ownership, customer communication and continuous improvement.
This is a delivery-focused leadership role requiring strong people management, operational discipline and a data-driven mindset. You’ll support your team in resolving a wide range of cases — from quick queries to more complex escalations — and ensure every case is progressed, even when it leaves the core Support queue (e.g. R&D, Sales, Infrastructure).
You’ll play a key role in embedding outcome ownership, surfacing data-driven insights, exploring AI and automation opportunities and driving support excellence across your team. You will be an internal champion for the customer at all times.
ROLE RESPONSIBILITIES
Key Responsibilities:
Lead a cross-functional team of Support Agents managing a blend of simple and complex customer tickets
Own team performance against SLA compliance, backlog health, comms cadence and CSAT
Ensure ticket ownership continues even when cases are escalated or sit in other queues — driving updates, chasing responses and maintaining customer confidence
Oversee daily triage and case flow to ensure structured assignment and queue management
Coach, mentor and support your team — including onboarding, performance management and development planning
Use Salesforce views, reports and dashboards to manage performance, analyse trends and spot opportunities for continuous improvement
Champion high-quality data — ensuring tickets are correctly categorised, notes are accurate and outcomes are measurable
Collaborate with Product, Customer Success, R&D and Professional Services to resolve blockers and coordinate customer outcomes
Support AI and automation initiatives — including creating or improving knowledge base content, macros and deflection tools
Own key accounts or VIP customers from a support delivery perspective, ensuring service quality, comms cadence and proactive ticket management
Contribute to team meetings, backlog reviews and cross-functional case reviews
Encourage innovation and experimentation — staying open to new tools, workflows, and support strategies.
Key Skills & Experience:
Team leadership or senior agent experience in a software/SaaS support environment
Strong operational understanding of case triage, SLA adherence and customer communications
Experience using support platforms like Salesforce (or equivalent)
Strong reporting and analytical skills — confident using ticket data to manage team performance and support decision-making
Passion for customer experience, team coaching and cross-functional collaboration
Technical literacy desirable (e.g. SQL, IIS, Azure awareness).
Personal Attributes:
Data-driven, outcome-oriented and highly organised
Proactive, persistent and confident following up across teams
Curious and open-minded — willing to experiment with AI, automation and smarter working methods
Excellent communicator — able to engage technical and non-technical stakeholders
Calm under pressure and able to juggle multiple demands
Customer-first mindset and a natural team builder.
DEMONSTRABLE PRE-REQUISITES
Right to work in the UK
Hybrid model: minimum 2 days per week in Wallingford.
BENEFITS
25 days annual leave
10 days rolling sick plan, including extended illness pay
Pension 5% EE and 4% ER (increases after 3 years to a max of 6%)
Life Assurance 4x base salary
Private Health Insurance
Option to join the CSI Employee Share Purchase Scheme
Personal Travel Insurance
Cycle to Work scheme
Electric/Hybrid Vehicle scheme
Discounted gym membership
Discounted high street retailer scheme.
MUCH MORE THAN A BENEFIT
Internal Learning & Development programmes
Internal Mentor programme
Employee Assistance Program (EAP) and Mental Health First Aiders to support you
Jonas Europe & Jonas Global networking events (JABAs, GROW, JSA). Join communities, build networks and collaborate with your colleagues across the Global Group.
OUR DEIB COMMITMENT
Our people define us and, at Jonas, we believe that diversity in all its forms enriches our organisation and drives innovation. We actively seek to create an environment where all employees feel valued, heard, and empowered to contribute their best work. We do not discriminate on the basis of any protected characteristic and are dedicated to providing equal opportunities for all. Come and be part of a team where your unique background and experiences are celebrated!
We strongly encourage applications from candidates of all backgrounds, including those from underrepresented groups such as women, ethnic minorities, people with disabilities and LGBTQ+ individuals and we are committed to creating an interview and hiring process that is accessible and inclusive for everyone.
FLEX WORKS CULTURE
Here at Jonas Software UK & Europe, we see flexibility as a game-changer. We truly believe that working flexibly together helps to increase our innovation, growth and productivity, as well as supports our employees’ wellbeing and helps to provide great places to work.
For most roles, the following types of flexibility are usually possible: working location, number of hours/days worked, different start and finishing times, flexible lunch break arrangements, agreed core hours, flexible hours, an element of working from home, compressed hours.
Many of our employees work flexibly in many different ways, including part-time. Please talk to us at interview about the flexibility you need. We can’t promise to give you exactly what you want, but we do promise not to judge you for asking.
Business Unit: Gladstone Software Scheduled Weekly Hours: 37.5 Number of Openings Available: 1 Worker Type: Regular Company Site:http://www.gladstonesoftware.co.uk
More About Jonas Software:Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.
Jonas’ vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of ‘Software for Life’ and as an ambassador for technology, product innovation, quality, and customer service.
Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.
Is This You ? #J-18808-LjbffrCustomer Support Team Lead in Wallingford employer: Gladstone
Gladstone Software is an exceptional employer, offering a dynamic work culture that prioritises flexibility and employee well-being. With comprehensive benefits including generous annual leave, private health insurance, and robust learning and development programmes, employees are empowered to grow and thrive in their careers. Located in Wallingford, the company fosters a collaborative environment where diversity is celebrated, and innovative ideas are encouraged, making it a rewarding place for those passionate about customer support and technology.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Team Lead in Wallingford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Gladstone. 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 Gladstone 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 Customer Support Team Lead in Wallingford
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 Gladstone:Your cover letter is your chance to shine! Tell us why you want to work at Gladstone 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 Gladstone!
How to prepare for a job interview at Gladstone
✨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.
