At a Glance
- Tasks: Lead a dynamic team to deliver top-notch IT support and improve client experiences.
- Company: Innovative IT consultancy with a global presence and a focus on client value.
- Benefits: Competitive salary, professional development, and opportunities for career growth.
- Other info: Fast-paced environment with opportunities to innovate and improve processes.
- Why this job: Make a real impact by leading a skilled team and enhancing client support standards.
- Qualifications: Experience in IT support leadership and strong communication skills.
The predicted salary is between 40500 - 49500 £ per year.
We are partnered with an innovative IT consultancy based in London but with a global presence who create lasting value for their clients. They are looking for a highly skilled Client Support Lead to oversee the end user computing services team of IT professionals both locally and on client sites to ensure the delivery of high-quality IT support. You’ll be leading a team of 9 across several sites and owning client support performance across the region. This isn’t just handling escalations but setting the standard for how the team responds, resolves and reports.
You’ll be leading a team of End User Support professionals who provide support for clients and the internal team. So the expectations are high. There’s no hiding. When the people you’re supporting know what good looks like, you have to be good.
Here’s what you’ll be doing:
- Owning the support function end-to-end
- Leading the team to ensure support is delivered to the expected standards whilst supporting team members with their professional development
- Handling the escalations the team need support on and coaching them to help them provide the support in the future
- Owning IT projects for the department and the JML process
- Building relationships with key internal stakeholders and clients to ensure the VIP support is being provided
- Spotting processes that aren’t working and bringing ideas on how to improve them
In order to be a successful Client Support Regional Lead you will have:
- Previous experience in a similar role leading an End User Support
- A support background then having progressed into leadership where you have improved support performance
- Hands-on tech stack experience including Windows and Mac OS, MDM such as Intune and Endpoint Central, Active Directory and Virtualisation tools such as VMware and Proxmox
- Excellent leadership and communication skills with the ability to manage VIP stakeholder relationships and have the confidence to have difficult conversations
If you are interested to find out more please apply for the role with an up-to-date copy of your CV. If you have any questions that you would like to discuss first, please call Adam on 07425 559 243.
Client Support Team Lead in London employer: Orchard
At Sony Music, we pride ourselves on being an exceptional employer, offering a vibrant and inclusive work culture that empowers our employees to thrive in their careers. Located in the dynamic Kings Cross area of London, our modern office fosters creativity and collaboration, while our commitment to professional growth ensures that you can channel your passion for music every day. With a comprehensive benefits package, including private medical cover and generous time off, we provide the perfect environment for you to make a meaningful impact in the music industry.
StudySmarter Expert Advice🤫
We think this is how you could land Client Support Team Lead in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Orchard. 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 Orchard 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 Client Support Team Lead in London
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 Orchard:Your cover letter is your chance to shine! Tell us why you want to work at Orchard 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 Orchard!
How to prepare for a job interview at Orchard
✨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.
