At a Glance
- Tasks: Lead and develop a high-performing customer support team while driving performance and satisfaction.
- Company: Join Kingspan, a leader in innovative solutions with a strong focus on teamwork.
- Benefits: Enjoy hybrid working, competitive salary, and access to career development opportunities.
- Other info: Inclusive culture with mentorship and health benefits to support your well-being.
- Why this job: Make a real impact by enhancing customer experiences and leading a dynamic team.
- Qualifications: 4+ years in customer service and proven leadership skills required.
The predicted salary is between 35000 - 45000 £ per year.
What You'll Be Doing
- Lead, coach, and develop a high-performing support team
- Drive performance against KPIs, SLAs, and customer satisfaction targets
- Act as the escalation point for complex customer issues and complaints
- Ensure excellent service across phone, email, and digital channels
- Oversee technical support queries and coordinate with engineers and service partners
- Monitor and improve service delivery, including NPS and retention rates
- Produce regular performance reports and insights
- Support sales activity including order processing and lead development
- Build strong relationships with internal teams (Sales, Ops, Credit Control, Product)
- Use customer insights to drive continuous improvement
What We're Looking For
- Essential:
- 4+ years' experience in a customer service environment
- Proven experience leading or supervising a support team (B2B preferred)
- Strong experience managing escalations and service performance
- Excellent communication and stakeholder management skills
- Highly organised with the ability to manage competing priorities
- Strong IT skills (Microsoft Office)
- Desirable:
- Experience in sensors, connected devices, or technical products
- CRM or service management system experience
- Experience in a technical support or hybrid support role
- Sales or commercial experience
- Relevant third-level qualification
What You'll Bring
- A strong customer-first mindset
- Proven management and coaching ability
- Commercial awareness and problem-solving skills
- Ability to thrive in a fast-paced, evolving environment
- Proactive, solutions-focused approach
Why Join Kingspan?
- Opportunity to step into a visible management role
- Career Development: Access learning, development, and internal opportunities across 80+ countries
- Hybrid Working: 3 days onsite, 2 days remote (after training period)
- Working Hours: Mon-Thu: 8:15am-5:00pm; Fri: 8:30am-4:00pm
- Support & Mentorship: Grow your career with guidance from experienced teams
- Inclusive Culture: A collaborative, respectful, and values-driven environment
- Health & Wellbeing: Discounted gym membership, eye care, and virtual health services
- Financial Benefits: Competitive pension and life assurance up to four times salary
- Employee Benefits: Cycle to Work scheme, employee discounts, referral bonuses, and more
Equality, Diversity & Inclusion: Kingspan is an equal opportunities employer. We are committed to building a diverse and inclusive workplace and welcome applications from all qualified individuals, regardless of age, disability, gender identity, race, religion, sexual orientation, or any other protected characteristic.
Customer Support Team Leader in Portadown employer: Occupop
Kingspan is an exceptional employer that prioritises employee growth and development, offering a visible management role with access to learning opportunities across 80+ countries. With a hybrid working model, a supportive and inclusive culture, and a range of health and financial benefits, Kingspan fosters a collaborative environment where employees can thrive and make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Team Leader in Portadown
✨Tip Number 1
Get to know the company inside out! Research Kingspan's values, culture, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Customer Support Team Leader, you'll need to convey ideas clearly and effectively. Role-play common scenarios with a friend or family member to boost your confidence.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don’t forget to follow up! After interviews, send a quick thank-you email to express your appreciation for the opportunity. It shows your enthusiasm and keeps you fresh in their minds.
We think you need these skills to ace Customer Support Team Leader in Portadown
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer service and team leadership. We want to see how your skills align with the role, so don’t be shy about showcasing your achievements!
Showcase Your Communication Skills:Since excellent communication is key for this role, use clear and concise language in your application. We’re looking for someone who can articulate their thoughts well, so let your personality shine through!
Highlight Relevant Experience:Don’t forget to mention any experience you have with managing escalations or working in a technical support environment. We love seeing candidates who can demonstrate their problem-solving skills and customer-first mindset.
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Occupop
✨Know Your Stuff
Make sure you’re well-versed in customer service principles and the specific challenges faced in a B2B environment. Brush up on your knowledge of KPIs, SLAs, and how to drive customer satisfaction. This will show that you understand the role and can hit the ground running.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led and developed a support team in the past. Think about specific situations where you managed escalations or improved service delivery. This will demonstrate your capability to lead a high-performing team.
✨Communicate Clearly
Since excellent communication is key for this role, practice articulating your thoughts clearly and concisely. Be ready to discuss how you’ve built relationships with internal teams and handled complex customer issues. Good communication can set you apart from other candidates.
✨Be Solutions-Focused
During the interview, highlight your proactive approach to problem-solving. Share examples of how you’ve used customer insights to drive improvements in service delivery. This will show that you’re not just reactive but also strategic in your thinking.
