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- Tasks: Lead and mentor a tech support team to enhance customer experience.
- Company: Join a customer-centric business that values and invests in its staff.
- Benefits: Supportive culture, career growth, and a dynamic office environment.
- Other info: Immediate start available for motivated candidates ready to excel.
- Why this job: Make a real impact by improving customer journeys and team performance.
- Qualifications: Experience in tech leadership and strong communication 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. This is a great company to work for with very strong values who invest in their staff and offer an excellent culture.
Duties & Responsibilities:
- You will evaluate the Customer journey, assess current processes and make recommendations for change, implementing new ideas.
- 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.
Skills & Experience required:
- Experience within a similar Tech team leader role is essential.
- 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.
- You will have excellent communication skills, able to build relationships both with customers and cross functionally across the business.
- You will have strong decision-making skills, will be tenacious in your approach and proactive.
- 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.
- Excellent attention to detail and accuracy within all areas of your work.
We are looking for Candidates who have the specific experience outlined above and without this, your application will not be considered. This role is available now and we are looking for interested candidates to apply immediately. Call us or send your CV for immediate consideration. If your CV meets the above criteria, we will be in contact. We are unable to reply to every individual application.
Tech Support Lead in Leeds employer: Lucy Walker Recruitment Ltd
Contact Detail:
Lucy Walker Recruitment Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Tech Support Lead in Leeds
✨Tip Number 1
Network like a pro! Reach out to your connections in the tech industry and let them know you're on the lookout for a Tech Support Lead role. You never know who might have the inside scoop on an opportunity or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions related to team leadership and customer service. We recommend doing mock interviews with friends or using online platforms to get comfortable with your responses.
✨Tip Number 3
Showcase your skills! Create a portfolio or a presentation that highlights your achievements in previous roles, especially around improving customer journeys and team performance. This will set you apart from other candidates.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Tech Support Lead in Leeds
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Tech Support Lead role. Highlight your leadership experience and any specific achievements in customer service that align with what we’re looking for.
Showcase Your Skills: Don’t just list your skills; demonstrate them! Use examples from your past roles to show how you’ve successfully led teams, improved processes, or enhanced customer experiences.
Be Clear and Concise: Keep your application straightforward. We love clarity! Make sure your points are easy to read and get straight to the heart of why you’d be a great fit for our team.
Apply Through Our Website: We encourage you to apply through our website for the best chance of being noticed. It’s the quickest way for us to see your application and get back to you!
How to prepare for a job interview at Lucy Walker Recruitment Ltd
✨Know Your Customer Journey
Make sure you understand the customer journey inside out. Be ready to discuss how you would evaluate and improve it. Think about specific examples from your past experience where you've successfully implemented changes that enhanced customer satisfaction.
✨Showcase Your Leadership Skills
Prepare to talk about your leadership style and how you've mentored teams in the past. Have a few anecdotes ready that demonstrate your ability to support and motivate others, especially in high-pressure situations.
✨Be Data-Driven
Since this role involves analysing KPIs and reporting on performance, come prepared with examples of how you've used data to drive decisions. Discuss any tools or methods you've employed to track team performance and customer feedback.
✨Communicate Effectively
Excellent communication is key for this position. Practice articulating your thoughts clearly and concisely. Be ready to explain how you build relationships with both customers and cross-functional teams, as this will be crucial in your role.