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For Companies At a Glance
- Tasks: Lead a dynamic customer support team, ensuring top-notch service and efficient issue resolution.
- Company: Join a fast-growing tech company revolutionising IT & Comms for UK businesses.
- Benefits: Enjoy a stable Monday to Friday schedule with no remote work options.
- Why this job: Be part of a thriving culture focused on growth, teamwork, and customer satisfaction.
- Qualifications: Previous leadership experience in ICT/Telecoms helpdesk and strong customer service skills required.
- Other info: This role offers a chance to make a real impact in a nationwide company.
Our client is a fast growth tech company providing IT & Comms technology to small and medium businesses throughout the UK. They are looking for an enthusiastic, customer focussed individual with previous experience of leading a team within the ICT sector, preferably in an IT and/or Telecoms Helpdesk role.
Main duties:
- Supporting the team through coaching and training
- Demonstrate ownership, accountability and strive for "first call resolution"
- Triage calls and allocate workloads based on capacity
- Monitor all related telecoms, ICT, network, workstation, laptop and application performance issues and identify trends
- Support the team as needed (take inbound calls when required)
- Closely monitor open tickets
- Measure, monitor and report team KPIs to the Head of Service
Experience required:
- Proven leadership within an ICT/Telecoms helpdesk
- Solid experience in customer services
- Comfortable using CRMs and documentation solutions
This is an excellent opportunity to join an extremely fast growth technology company with a nationwide presence. This role is Monday to Friday 9am - 5.30pm and does not offer hybrid or remote working.
Customer Support Team Leader employer: Pure Recruit
Contact Detail:
Pure Recruit Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Team Leader
✨Tip Number 1
Familiarise yourself with the latest trends in ICT and Telecoms. Being knowledgeable about current technologies and customer service best practices will help you stand out as a candidate who can lead a team effectively.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully coached or trained team members in previous roles. Highlighting specific instances where you've improved team performance can make a strong impression.
✨Tip Number 3
Be ready to discuss your experience with CRMs and documentation solutions. Understanding how to leverage these tools for tracking performance and managing customer interactions is crucial for this role.
✨Tip Number 4
Prepare to demonstrate your problem-solving skills, especially in relation to first call resolution. Think of scenarios where you've effectively triaged issues and allocated workloads, as this will show your capability to manage a busy helpdesk environment.
We think you need these skills to ace Customer Support Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your leadership experience in the ICT or Telecoms sector. Include specific examples of how you've supported teams and achieved 'first call resolution' in previous roles.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention your customer service experience and how it aligns with the company's focus on providing excellent support to small and medium businesses.
Highlight Relevant Skills: Emphasise your familiarity with CRMs and documentation solutions. Provide examples of how you've used these tools to improve team performance and customer satisfaction.
Showcase Your Problem-Solving Abilities: Discuss specific instances where you've triaged calls or allocated workloads effectively. Highlight any trends you've identified in performance issues and how you've addressed them to enhance team efficiency.
How to prepare for a job interview at Pure Recruit
✨Showcase Your Leadership Skills
As a Customer Support Team Leader, it's crucial to demonstrate your leadership experience. Prepare examples of how you've successfully led a team in the ICT sector, focusing on coaching and training methods that resulted in improved performance.
✨Understand First Call Resolution
Familiarise yourself with the concept of 'first call resolution' and be ready to discuss strategies you've implemented in the past to achieve this goal. Highlight any specific metrics or KPIs you have used to measure success.
✨Be Prepared for Technical Questions
Since the role involves monitoring telecoms and ICT performance issues, brush up on relevant technical knowledge. Be prepared to answer questions about common issues in IT and Telecoms Helpdesk roles and how you would approach resolving them.
✨Demonstrate Customer Focus
Emphasise your customer service experience and how it aligns with the company's values. Share anecdotes that illustrate your commitment to customer satisfaction and how you've handled challenging situations effectively.
