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- Tasks: Lead and mentor a tech support team to enhance customer service and implement positive changes.
- Company: Join a top-notch IT services company that values its employees and fosters a supportive culture.
- Benefits: Enjoy a competitive salary, private healthcare, pension scheme, free parking, and a day off for your birthday.
- Why this job: Make a real impact on customer experience while developing your leadership skills in a dynamic environment.
- Qualifications: Experience in a tech lead role with strong communication and decision-making skills.
- Other info: This is a fully office-based role with excellent career growth opportunities.
The predicted salary is between 30000 - 42000 ÂŁ per year.
Our client, a leader in their field, is looking to recruit a Tech Team Leader to work within the Helpdesk function. This is a key recruit for the business, with 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 customerâcentric business where you will be valued and given full support within your role.
This is a fully officeâbased role. You will interact daily with various teams and the office presence is vital for team support. In return, you will receive an excellent salary, free onsite parking, private healthcare, a good pension scheme and a birthday off. This is a great company to work for with very strong values that invest in 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.
- Identify customer pain points, working with 1st and 2nd line support teams to deal with specific challenges while also being a key point of contact for customers to ensure a satisfactory conclusion.
- Lead, support and mentor your small team to ensure productivity is consistently high.
- Ensure exceptional customer service levels are achieved and report on these to the Senior Leadership Team.
- Work collaboratively crossâfunctionally across the business to review and identify coaching and training needs for the teams.
- Design QAâbased coaching and training materials to continually assess and improve customer experience and track outcomes on an ongoing basis.
- Ensure any feedback is acted on through coaching to improve quality.
- Be involved with adâhoc projects relating to QA and training.
- Experience within a similar Tech Lead role is essential.
- You have leadership or supervisory experience, able to analyse the performance of a team effectively and report on KPIs.
- Able to analyse performance, assess KPIs and provide training and coaching to support this.
- You have excellent communication skills, able to build relationships both with customers and crossâfunctionally across the business.
- You have strong decisionâmaking skills, are tenacious in your approach and proactive.
- Excellent reporting skills to provide effective performanceâled reporting.
- You 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.
Tech Support Team Leader employer: Lucy Walker Recruitment
Contact Detail:
Lucy Walker Recruitment Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Tech Support Team Leader
â¨Tip Number 1
Network like a pro! Reach out to your connections in the tech industry, especially those who work in customer support or management roles. A friendly chat can lead to insider info about job openings and even referrals.
â¨Tip Number 2
Prepare for interviews by practising common questions related to team leadership and customer service. We recommend role-playing with a friend or using online resources to get comfortable with your responses.
â¨Tip Number 3
Showcase your skills during interviews by sharing specific examples of how you've improved customer journeys or led teams. Use the STAR method (Situation, Task, Action, Result) to structure your answers effectively.
â¨Tip Number 4
Donât forget to apply through our website! Itâs the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Tech Support Team Leader
Some tips for your application đŤĄ
Tailor Your CV: Make sure your CV speaks directly to the Tech Team Leader role. Highlight your leadership experience and any relevant tech support skills. We want to see how you can make a difference in our customer-centric environment!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Share your passion for tech support and how youâve successfully led teams in the past. Let us know why youâre excited about joining our awesome company!
Showcase Your Achievements: When detailing your experience, focus on specific achievements that demonstrate your ability to improve customer service and team performance. Numbers and results speak volumes, so donât hold back!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. Itâs the best way for us to receive your application and get you one step closer to joining our fantastic team!
How to prepare for a job interview at Lucy Walker Recruitment
â¨Know Your Stuff
Make sure you brush up on your technical knowledge related to the role. Understand the common issues faced in a helpdesk environment and be ready to discuss how you've tackled similar challenges in the past.
â¨Showcase Your Leadership Skills
Prepare examples of how you've led a team or mentored others. Highlight specific instances where your leadership made a positive impact on team performance or customer satisfaction.
â¨Understand the Customer Journey
Familiarise yourself with the concept of the customer journey and be ready to discuss how you would evaluate and improve it. Think about pain points you've identified in previous roles and how you addressed them.
â¨Communicate Effectively
Practice your communication skills, as they are crucial for this role. Be prepared to demonstrate how you build relationships with both customers and cross-functional teams, and how you report on KPIs effectively.
