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- 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
Contact Detail:
Lucy Walker Recruitment 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 customer service approach so you can show how you align with their mission. This will help you stand out as a candidate who truly understands what they’re about.
✨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. Think about what you want to know regarding team dynamics or customer service strategies.
✨Tip Number 3
Practice your leadership stories! Be ready to share specific examples of how you've led teams, tackled challenges, and improved customer experiences. This will demonstrate your capability to lead and mentor effectively.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your interest in the role can keep you top of mind. Plus, it’s a great chance to mention anything you forgot to say during the interview.
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.
Showcase Your Achievements: When writing your application, don’t just list your responsibilities. Instead, focus on what you’ve achieved in previous roles. Use metrics where possible to demonstrate how you’ve improved team performance or customer satisfaction.
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon unless it’s relevant to the role. This will help us quickly see how you fit into the position.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s the quickest way for us to receive your application and start the conversation!
How to prepare for a job interview at Lucy Walker Recruitment
✨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 your potential employer that you’re not just familiar with the numbers but can also use them to drive improvement.
✨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 led a team through challenges or implemented training programmes. This will demonstrate your ability to lead and support the 1st and 2nd line support teams effectively.
✨Prepare for Scenario Questions
Expect questions that ask how you would handle specific customer service scenarios. Think about common pain points customers face and how you would address them. Practising these responses will help you articulate your problem-solving skills and customer-centric approach during the interview.
✨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, and explain how you can foster a collaborative environment to improve customer service outcomes.