At a Glance
- Tasks: Lead a dynamic team to enhance customer support and drive operational excellence.
- Company: Innovative Belfast software business embracing AI and growth.
- Benefits: £40,000 base salary, bonus potential, private healthcare, and flexible hybrid working.
- Other info: Join a collaborative culture focused on continuous improvement and career development.
- Why this job: Make a real impact in a newly created role with exciting technology.
- Qualifications: Experience in customer support leadership and strong coaching skills.
The predicted salary is between 40000 - 40000 £ per year.
We're working with an innovative Belfast software business entering an exciting new phase of growth. As their customer base expands and new AI-powered products come to market, they're investing in their Customer Care function by creating an additional Team Lead position. Rather than managing a larger team, you'll have the opportunity to lead a focused group of around five specialists, giving you the time to coach, develop and genuinely influence performance.
The Opportunity
This is much more than a traditional support leadership role. You'll take ownership of one product area, ensuring customers receive a consistently excellent experience while partnering with another Team Lead to deliver a seamless service across the wider business. You'll be trusted to improve processes, drive operational efficiency, and help shape how Customer Care evolves over the coming years. The business is also embracing AI across its operations, so you'll have the chance to influence how automation and AI tools enhance both customer experience and team productivity.
What You'll Be Doing
- Leading, coaching and developing a high-performing team of Customer Care Advisors
- Driving service performance through SLA achievement, ticket management and customer satisfaction
- Creating a positive, supportive culture where people can develop and perform at their best
- Managing escalated customer issues and major incidents with confidence and composure
- Working closely with engineering teams to prioritise and progress complex technical issues
- Identifying smarter ways of working through continuous improvement initiatives
- Using reporting and customer insight to make informed decisions and improve service outcomes
- Playing a key role in adopting AI-driven solutions that improve efficiency and customer experience
- Collaborating with the wider leadership team to help shape the future direction of Customer Care
What We're Looking For
We're interested in speaking with leaders who genuinely enjoy developing people while delivering outstanding customer experiences. You'll likely bring:
- Previous experience leading or supervising a customer support or service desk team
- A background in busy helpdesk, technical support or customer operations environments
- Experience managing service performance against KPIs, SLAs and customer satisfaction measures
- Strong coaching and people development skills
- Confidence handling high-priority incidents and customer escalations
- A calm, solutions-focused approach under pressure
- The ability to identify improvements rather than simply maintain existing processes
- Excellent communication skills with the confidence to engage across technical and non-technical teams
- Experience within fintech or another regulated technology environment would be highly advantageous, although candidates from other fast-paced software businesses will also be considered.
- Exposure to AI tools, automation or process improvement initiatives would be a real bonus.
Why This Role?
This is a newly created position rather than a replacement hire, giving you the opportunity to make your mark from day one. You'll join a business that is:
- Investing heavily in new technology and AI
- Growing its product portfolio
- Building a leadership team that values collaboration over hierarchy
- Empowering managers to improve processes rather than simply maintain them
- Offering genuine flexibility around hybrid working, with office time encouraged during onboarding before moving to a pattern that suits both you and the team
Package
- £40,000 base salary
- Bonus scheme with strong earning potential
- Total reward package worth approximately £52,000
- Private healthcare
- Flexible hybrid working
- Long-term career development within a growing technology business
To speak in absolute confidence about this opportunity please send an up-to-date CV via the link provided or contact Senior Recruitment Consultant Stuart Kennedy at MCS Group.
IT Customer Support Team Lead JBLE1_NI in Belfast employer: MCS Group
MCS Group is an exceptional employer, offering a dynamic work environment where technical expertise meets customer service excellence. With a strong commitment to employee growth, comprehensive training, and a supportive team culture, this role as a Field Telecoms Engineer provides the opportunity to work on critical infrastructure projects while enjoying the benefits of a competitive salary and company vehicle. Located in Northern Ireland, MCS fosters a diverse and inclusive workplace, ensuring that every team member can thrive and contribute meaningfully.
StudySmarter Expert Advice🤫
We think this is how you could land IT Customer Support Team Lead JBLE1_NI in Belfast
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at MCS Group. 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 MCS Group 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 IT Customer Support Team Lead JBLE1_NI in Belfast
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 MCS Group:Your cover letter is your chance to shine! Tell us why you want to work at MCS Group 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 MCS Group!
How to prepare for a job interview at MCS Group
✨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.
