At a Glance
- Tasks: Lead and mentor a customer support team to enhance service quality.
- Company: Join a customer-centric business that values your contributions.
- Benefits: Full support in your role with opportunities for growth.
- Other info: Office-based role with dynamic team interactions.
- Why this job: Make a real impact on customer experience and team performance.
- Qualifications: Leadership experience and strong analytical skills required.
The predicted salary is between 35000 - 45000 € per year.
Our client is looking to recruit a Tech Team Leader to work within the Helpdesk function. This key recruit has overriding responsibility for the effective monitoring, evaluation and training of the 1st and 2nd line customer support team, assessing the customer journey, and implementing positive change. This is an excellent opportunity to join a superb customer centric business where you will be valued and given full support within your role.
This is a fully office-based role for our client as you will interact daily with various teams and that office presence is vital for team support. Identifying customer pain points, working with 1st and 2nd line support teams to deal with specific challenges whilst also being a key point of contact for customers, to ensure a satisfactory conclusion.
Leading, supporting and mentoring your small team to ensure productivity is consistently high. Ensuring exceptional customer service levels are achieved and reporting on these to the Senior Leadership Team. Working collaboratively cross functionally across the business to review and identify coaching and training needs for the teams.
You will design QA based coaching and training materials to continually assess and improve customer experience and track outcomes on an ongoing basis. Ensuring any feedback is acted on through coaching. Involved with adhoc projects.
You will have leadership or supervisory experience, able to analyse the performance of a team effectively and report on KPI's. Able to analyse performance, assess KPI's and provide training and coaching to support this. Excellent reporting skills to provide effective performance led reporting.
You will ultimately understand what excellent looks like within customer service and 1st line support and will thrive delivering on this to a wider team.
This role is available now and we are looking for interested candidates to apply immediately. Call us or send your CV for immediate consideration.
Delivery Technical Lead in Leeds employer: Lucy Walker Recruitment Ltd
Join a dynamic and customer-centric organisation as a Delivery Technical Lead, where your leadership will be valued and supported. With a strong focus on employee development, you will have the opportunity to mentor a dedicated team while collaborating across functions to enhance customer experience. The fully office-based role fosters a vibrant work culture, ensuring that you are at the heart of the action, driving positive change and achieving exceptional service levels.
Contact Detail:
Lucy Walker Recruitment Ltd Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Delivery Technical Lead in Leeds
✨Tip Number 1
Get to know the company culture before your interview. Research their values and mission, and think about how your experience aligns with them. This will help you connect better during the conversation.
✨Tip Number 2
Prepare some thoughtful questions to ask during your interview. This shows you're genuinely interested in the role and helps you assess if it's the right fit for you too. Plus, it gives you a chance to showcase your knowledge about the company.
✨Tip Number 3
Practice your STAR technique for answering behavioural questions. Structure your responses by discussing the Situation, Task, Action, and Result. This will help you articulate your experiences clearly and effectively.
✨Tip Number 4
Follow up after your interview with a thank-you email. It’s a simple way to express your appreciation and reiterate your interest in the position. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Delivery Technical Lead in Leeds
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Delivery Technical Lead role. Highlight any leadership or supervisory experience you've had, especially in customer service or support teams.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're the perfect fit for this role. Share specific examples of how you've improved customer journeys or led teams to success in previous positions.
Showcase Your Reporting Skills:Since reporting is key in this role, mention any experience you have with performance analysis and KPI tracking. We want to see how you can contribute to our team's success through effective reporting.
Apply Through Our Website:We encourage you to apply directly through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on this fantastic opportunity!
How to prepare for a job interview at Lucy Walker Recruitment Ltd
✨Know Your Customer Service Metrics
Before the interview, brush up on key performance indicators (KPIs) relevant to customer service. Understand how to analyse team performance and be ready to discuss specific metrics you've worked with in the past. This will show that you’re not just familiar with the role but also have a solid grasp of what excellent customer service looks like.
✨Showcase Your Leadership Style
Be prepared to talk about your leadership experience and how you’ve successfully mentored teams in the past. Think of specific examples where you’ve implemented training or coaching that led to improved performance. This will demonstrate your ability to lead and support a team effectively.
✨Prepare for Scenario Questions
Expect questions that ask how you would handle specific customer service challenges. Think through potential pain points customers might face and how you would address them. This will help you illustrate your problem-solving skills and customer-centric approach.
✨Emphasise Collaboration Skills
Since this role involves working cross-functionally, be ready to discuss how you’ve collaborated with other teams in previous roles. Highlight any projects where teamwork was essential to success, as this will show you can work well with others to achieve common goals.
