At a Glance
- 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.
- Other info: This is a fully office-based role with excellent career growth opportunities.
- 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.
The predicted salary is between 30000 - 42000 £ 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 customer‐centric business where you will be valued and given full support within your role.
This is a fully office‐based 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 cross‐functionally across the business to review and identify coaching and training needs for the teams.
- Design QA‐based 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 ad‐hoc projects relating to QA and training.
Skills & Experience required
- 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 cross‐functionally across the business.
- You have strong decision‐making skills, are tenacious in your approach and proactive.
- Excellent reporting skills to provide effective performance‐led 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 in Leeds employer: Lucy Walker Recruitment
Join a well-established organisation renowned for its excellence in the automotive sector, where you will thrive in a dynamic and supportive work culture. As a Team Leader, you will benefit from structured career progression and development opportunities while leading a high-performing Purchasing team. With a strong focus on coaching and mentoring, you'll play a pivotal role in driving efficiencies and fostering strong relationships with suppliers and stakeholders.
StudySmarter Expert Advice🤫
We think this is how you could land Tech Support Team Leader in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Lucy Walker Recruitment. 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 Lucy Walker Recruitment 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 Tech Support Team Leader in Leeds
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 Lucy Walker Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at Lucy Walker Recruitment 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 Lucy Walker Recruitment!
How to prepare for a job interview at Lucy Walker Recruitment
✨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.
