At a Glance
- Tasks: Lead a team in providing top-notch technical support and onboarding for clients.
- Company: Join a growing tech organisation focused on client success and innovation.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Be part of a collaborative environment with a focus on continuous improvement.
- Why this job: Make a real difference by enhancing client experiences and leading a dynamic team.
- Qualifications: Experience in technical support and team leadership is essential.
The predicted salary is between 45000 - 55000 £ per year.
We’re working with a growing technology-led organisation who are looking for an experienced
Technical Support Lead to take ownership of its client support and onboarding function.
This is a hands-on leadership position, combining team management with direct involvement in client onboarding, technical support, issue resolution and continuous service improvement.
You’ll lead a small team while remaining close to day-to-day operations and clients, helping to build a scalable, efficient and consistently high-quality support function.
Please note this is a hybrid role in Newcastle Upon Tyne.
Key Responsibilities
- Technical & Client Support
- Act as an escalation point for complex client support issues and incidents.
- Work directly with clients to investigate and resolve technical queries.
- Support the wider team during periods of high demand.
- Develop a strong understanding of client workflows, systems and support processes.
- Ensure clients receive a consistently high standard of service.
- Client Onboarding
- Take an active role in onboarding new and key clients.
- Deliver onboarding sessions and user training where required.
- Ensure onboarding processes are efficient, practical and consistently followed.
- Identify opportunities to improve the overall onboarding experience.
- Lead, coach and support a small client services/support team.
- Manage workloads and ensure resources are allocated effectively.
- Set clear expectations around performance, service standards and accountability.
- Support individual development through regular feedback, coaching and development plans.
- Promote knowledge sharing and continuous improvement across the team.
- Client Experience & Service Improvement
- Act as a senior point of contact for key clients when required.
- Gather client feedback and identify recurring issues or opportunities for improvement.
- Work collaboratively with internal teams to ensure client feedback contributes to future improvements.
- Support client communications and service updates.
- Operational Management
- Define and maintain KPIs across support and onboarding.
- Produce regular reporting and management information.
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Technical Support Lead in Newcastle upon Tyne employer: Ronald James Group
At Ronald James, we pride ourselves on being an excellent employer by fostering a dynamic and supportive work culture that encourages personal and professional growth. Our team members benefit from comprehensive training, mentorship opportunities, and the chance to work with leading tech companies in the UK, making every day both meaningful and rewarding. Join us in a vibrant location where innovation thrives, and your contributions truly matter.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Lead in Newcastle upon Tyne
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ronald James Group. 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 Ronald James Group 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 Technical Support Lead in Newcastle upon Tyne
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 Ronald James Group:Your cover letter is your chance to shine! Tell us why you want to work at Ronald James Group 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 Ronald James Group!
How to prepare for a job interview at Ronald James Group
✨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.
