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- Tasks: Lead a dynamic team in delivering top-notch technical support and customer satisfaction.
- Company: Join Onecom, an award-winning provider of Communication Technology.
- Benefits: Enjoy 25 days holiday, flexible leave options, and a strong pension plan.
- Other info: Access to mental health support, in-house training, and exciting company events.
- Why this job: Step into a leadership role and make a real impact on customer experiences.
- Qualifications: Experience in tech support and team management is essential.
The predicted salary is between 36000 - 38000 £ per year.
Join our Team as a Technical Support Team Leader at either our Bath, Whiteley or Shoeburyness office.
Salary: £36,000-£38,000 Per Annum
Hours: Monday to Friday 8:30am-5:30pm
About the role:
This is an exciting opportunity to step into a leadership role at the heart of a fast‑paced technical support operation. As a Team Lead, you’ll guide and develop a group of First Line Technical Agents who support our Premium Solutions customers alongside our Second Line Engineers. You’ll shape their growth, elevate the quality of customer interactions, and take ownership of escalations and high‑priority incidents. You’ll also play a key role in managing daily operations, understanding customer objectives, and helping to build solutions that strengthen long‑term relationships. If you thrive on coaching others, improving processes, and keeping service standards high, this role puts you right where the action is.
What makes you a great fit:
- At least two years’ experience in a technical or administrative role
- At least one year managing a team in a contact‑centre or fast‑paced customer‑facing environment
- Experience supporting customers by phone or face‑to‑face
- Knowledge of VoIP technologies, SIP, and networking (LAN/WAN, switches, routers) is desirable
- ITIL Foundation is a bonus
- Strong ability to prioritise, meet deadlines, and stay productive with minimal supervision
- Self‑motivated, proactive, and committed to personal and professional development
- Confident working with high‑impact incidents and senior technical engineers
- Highly motivated, accurate, and detail‑driven
- Creative, adaptable, positive, and resilient
- Customer‑focused with excellent listening and communication skills
- A collaborative team player with integrity and a calm, diplomatic approach
- Enjoys working with new technologies and driving continuous improvement
Key responsibilities:
- Monitor team tickets to ensure SLA performance, expediting any at risk of breaching
- Support internal and external customer escalations
- Assist with generating customer and internal reports
- Implement quality checks and provide constructive feedback
- Manage day‑to‑day workload, shift patterns, and resource planning
- Deliver regular coaching sessions and 1:1s with team members
- Support the planning and delivery of team meetings
- Ensure adherence to support and escalation processes, providing training where needed
- Work with Cloud Support Management to analyse escalation volumes and identify training gaps
- Build relationships with third‑party suppliers, manage escalations, and share feedback
- Maintain strong communication with key customer contacts
- Drive improvements in customer satisfaction
- Enhance team knowledge of products and services
- Collaborate with internal departments as required
- Work with Support Management and fellow Team Leads on process improvements, customer feedback, and SLA reporting
- Assist with implementation projects, support projects, and administrative tasks
- Regularly review open tickets to ensure clear and timely updates
- Update customer and team documentation when needed
Perks for our People:
- Holidays: 25 days + bank holidays and buy/sell options
- Other Leave: Birthday day off, 12 paid hours for flexible use, Volunteer day
- Lifestyle: 9% combined pension contribution and 4x salary life assurance
- Rewards: Quarterly and annual employee awards, discounts on tech
- Socials: All-expenses-paid company events
- Development: In-House Training Academy
- Wellbeing: 24/7 access to mental health support, Calm App, discounted gym membership, free breakfast & fresh fruit, eye-care vouchers, financial wellbeing support
Who we are:
Onecom is an award-winning provider of Communication Technology, trusted by UK organisations to deliver Simply Brilliant Customer Experiences.
ED&I: We are committed to equity, diversity, and inclusion, and we encourage candidates to complete our equality monitoring form as part of the application process. Responses are anonymous and help inform our future initiatives.
Tech Support Team Lead — Drive Customer Excellence in Fareham employer: Onecom
Contact Detail:
Onecom Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Tech Support Team Lead — Drive Customer Excellence in Fareham
✨Tip Number 1
Get to know the company inside out! Research Onecom's values, mission, and recent projects. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your leadership skills! Think of examples from your past experiences where you've successfully managed a team or resolved conflicts. Be ready to share these stories during your interview to demonstrate your capability as a Team Lead.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider insights and potentially even a referral, which can really boost your chances of landing the job.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our awesome team at Onecom!
We think you need these skills to ace Tech Support Team Lead — Drive Customer Excellence in Fareham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Tech Support Team Lead role. Highlight your leadership experience and any technical knowledge you have, especially around VoIP technologies and customer support.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about leading a team in a fast-paced environment. Share specific examples of how you've improved processes or elevated customer satisfaction in previous roles.
Show Off Your Communication Skills: As a Team Lead, communication is key! In your application, demonstrate your ability to convey complex information clearly. Whether it's through your CV, cover letter, or any additional documents, make sure your writing is concise and professional.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to attach all your documents in one go. Plus, it shows us you’re keen on joining our team!
How to prepare for a job interview at Onecom
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of VoIP technologies, SIP, and networking basics. Being able to discuss these topics confidently will show that you're not just a leader but also technically savvy, which is crucial for this role.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully managed a team in a fast-paced environment. Think about specific situations where you coached team members or improved processes, as this will demonstrate your ability to elevate customer interactions and drive team performance.
✨Understand Customer Objectives
Familiarise yourself with the company's approach to customer satisfaction and how they build long-term relationships. Be ready to discuss how you would align your team's efforts with these objectives and enhance customer experiences.
✨Practice Your Communication Skills
Since this role requires excellent listening and communication skills, practice articulating your thoughts clearly. Consider doing mock interviews with a friend or using online resources to refine your responses, especially around handling escalations and high-priority incidents.