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- Tasks: Lead a dynamic team to deliver top-notch technical support and enhance customer satisfaction.
- Company: Join a fast-paced tech company focused on customer excellence.
- Benefits: Enjoy 25 days holiday, flexible leave, and wellness support.
- Other info: Collaborative environment with great career development opportunities.
- Why this job: Step into a leadership role and make a real impact on customer experiences.
- Qualifications: 2+ years in tech roles and 1+ year managing teams in customer service.
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
Tech Support Team Lead — Drive Customer Excellence in Hampshire 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 Hampshire
✨Tip Number 1
Get to know the company culture before your interview. Check out their social media, read reviews, and see what employees are saying. This will help you tailor your answers and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your responses to common interview questions, but keep it natural. Use the STAR method (Situation, Task, Action, Result) to structure your answers, especially when discussing your experience in tech support and team management.
✨Tip Number 3
Don’t forget to prepare some questions for your interviewer! Ask about team dynamics, growth opportunities, or how they measure success in the role. This shows you're engaged and thinking about your future with them.
✨Tip Number 4
After your interview, send a quick thank-you email. Mention something specific from your conversation to remind them of your chat. It’s a nice touch that can set you apart from other candidates!
We think you need these skills to ace Tech Support Team Lead — Drive Customer Excellence in Hampshire
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your leadership experience and any technical support roles you've had, as this will show us you're a great fit for the Team Lead position.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re passionate about tech support and how you can elevate customer interactions. Share specific examples of how you've coached teams or improved processes in previous roles to really stand out.
Showcase Your Technical Skills: Don’t forget to mention your knowledge of VoIP technologies, SIP, and networking. If you have ITIL Foundation certification, make sure to include that too! We love seeing candidates who are technically savvy and ready to tackle high-impact incidents.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates during the process. Plus, it shows us you’re keen to join 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 a tech-savvy one who can guide the team effectively.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully managed a team in a fast-paced environment. Highlight specific instances 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 customer service philosophy and objectives. Be ready to discuss how you would align your team's efforts with these goals, ensuring that you can build long-term relationships and enhance customer satisfaction.
✨Practice Active Listening
During the interview, practice active listening by engaging with the interviewer’s questions and responding thoughtfully. This will not only showcase your communication skills but also reflect your customer-focused approach, which is crucial for the role.