At a Glance
- Tasks: Lead a dynamic Second Line Support team and enhance tech services across the organisation.
- Company: Join Hastings Direct, a forward-thinking company focused on growth and community impact.
- Benefits: Enjoy competitive salary, bonuses, health plans, and 25 days annual leave plus bank holidays.
- Other info: Inclusive culture with excellent career growth opportunities and a focus on wellbeing.
- Why this job: Make a real difference in tech support while developing your leadership skills.
- Qualifications: Proven leadership and Second Line experience in a fast-paced IT environment.
The predicted salary is between 51750 - 63250 £ per year.
We’re looking for an experienced Technology Services Leader to take ownership of Second Line Support services across the organisation. This is a hands-on leadership role with real influence over how technology services are delivered, governed, and continuously improved, while role-modelling the Hastings Way. You’ll be responsible for leading a specialist Second Line Support team, delivering high-quality technical support that enables colleagues to work effectively every day. If you’re a confident people leader with strong operational experience in Second Line or Desktop Support, this role offers the opportunity to make a meaningful impact. This is a 6-month fixed term contract and you will need to be in either our Bexhill or Leicester site 3 days per week.
About the role
- Leadership & People Management
- Lead and inspire the Second Line Support team, setting clear direction, priorities, and expectations in line with the Hastings Way.
- Line manage specialists, ensuring strong performance, engagement, and professional development.
- Carry out regular 1‑to‑1s, wellbeing check‑ins, performance reviews, and development conversations.
- Build resilient, high‑performing teams with a clear focus on succession, capability, and continuous improvement.
- Manage capacity, rotas, absence, and service continuity to meet business demand.
- Second Line Support Leadership
- Lead Second Line Support services, ensuring effective triage, resolution, and escalation of incidents and requests.
- Maintain business‑as‑usual operations while managing peaks in demand and major incidents.
- Ensure SLAs, KPIs, and quality standards are consistently achieved and improved.
- Act as an escalation point for complex technical and service issues.
- Drive first time fix improvements and strong knowledge sharing between Second and First Line teams.
- Operational Excellence & Continuous Improvement
- Identify inefficiencies, risks, and service gaps across Second Line Support services.
- Lead service improvement initiatives, automation, and process optimisation.
- Use data and reporting to provide insight into service performance, quality, demand, and risk.
- Support IT and business‑led projects, ensuring smooth transitions into business‑as‑usual operations.
- Governance, Risk & Quality
- Ensure services are compliant with IT governance, security, audit, and regulatory requirements.
- Maintain high-quality documentation across services and operational processes.
- Conduct assurance activities to protect data integrity and service standards.
About you
- Recent, demonstrable leadership or managerial experience, with direct responsibility for people and performance.
- Proven Second Line experience in an IT service environment.
- Confident decision‑maker with excellent communication and stakeholder‑management skills.
- Comfortable leading teams in fast‑paced, operational environments.
What we offer
- Attractive salary based on experience (pay reviews also completed each year).
- Competitive Bonus Scheme - All colleagues are eligible for our annual 4Cs performance bonus, which is usually paid in March.
- Physical Wellbeing – We fund our colleagues to claim against everyday health care through our healthcare cash plan.
- Financial Wellbeing – Life assurance cover and income protection at no extra cost, pension contribution match up to 10%, discounts and cashback at everyday retailers.
- Mental Wellbeing Programme - A range of support to help you keep yourself well.
- 25 days annual leave + bank holidays, with the option to buy or sell one of your contracted weeks.
- Access to private healthcare, dental plans, discounted health assessments, cycle to work and tech schemes.
- Social events throughout the year and much more.
Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.
Second Line Support Leader employer: Hastings Insurance Services
At Hastings Direct, we pride ourselves on being an excellent employer, offering a vibrant work culture that champions flexibility and inclusivity. Our commitment to employee growth is evident through our comprehensive training programmes and supportive environment, ensuring you have the tools to thrive in your role as a Learning and Talent Consultant. With competitive benefits, including a generous bonus scheme and mental wellbeing support, joining our team means becoming part of a forward-thinking company dedicated to innovation and community impact.
Contact Details:
Hastings Insurance Services Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Second Line Support Leader
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hastings Insurance Services. 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 Hastings Insurance Services 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 Second Line Support Leader
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 Hastings Insurance Services:Your cover letter is your chance to shine! Tell us why you want to work at Hastings Insurance Services 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 Hastings Insurance Services!
How to prepare for a job interview at Hastings Insurance Services
✨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.
