Customer Support Team Leader in Birmingham

1. Team leadership and performance

• Provide day-to-day leadership for the Customer Support team, setting priorities and allocating work according to customer need, risk, capacity and capability.

• Hold regular one-to-ones, team check-ins and performance conversations; agree clear objectives and follow through on actions.

• Coach colleagues through live work, provide timely feedback and build capability through cross-training, knowledge sharing and development plans.

• Create an inclusive, accountable team culture aligned to SCC values and a customer-first mindset.

2. Player / manager delivery

• Retain hands-on responsibility for an agreed portfolio of customer onboarding, complex cases or priority accounts.

• Step into operational delivery during demand peaks, absence or critical customer situations while protecting sufficient time for leadership responsibilities.

• Model the expected standard of customer communication, documentation, ownership and cross-functional collaboration.

3. Customer onboarding and service readiness

• Oversee the end-to-end onboarding of new customers/customer contracts within the team remit, ensuring ownership, milestones, dependencies and completion criteria are clear.

• Ensure customer requirements, portals, frameworks, security needs and operational contacts are captured consistently.

• Confirm that customer information packs, account set-up activities and internal hand-offs are complete, accurate and accessible.

4. Workflow, capacity and service control

• Maintain a clear view of incoming demand, work in progress, ageing items, bottlenecks and team capacity.

• Allocate and rebalance workloads, prioritising customer impact, commercial risk and due dates.

• Establish practical controls for case ownership, status updates, escalation and closure so that activity is visible and auditable.

• Provide concise updates to the Director, Revenue Operations, including performance, risks, dependencies and required decisions.

5. Quality, compliance and risk

• Complete proportionate quality checks across customer communications, quotations, onboarding records and handover documentation, where relevant.

• Ensure work is completed in line with agreed processes, customer contractual requirements, information security controls and relevant security clearance requirements.

• Identify recurring errors, control gaps and customer risks; implement corrective actions and escalate material issues promptly.

• Ensure sensitive or key customer information is handled appropriately and only shared with authorised stakeholders.

6. Escalation and stakeholder management

• Act as the first leadership escalation point for account queries ensuring clear ownership and timely resolution.

• Build effective relationships with Sales, Customers, Finance/Credit, Commercial teams, vendor teams and delivery functions.

• Escalate issues that present significant customer, financial, contractual or reputational risk.

7. Process improvement, tools and transition

• Promote consistent use of SCC tools, where applicable

• Document standard operating procedures, customer-specific requirements and lessons learned so that work can be replicated reliably.

• Use data and team feedback to simplify processes and improve customer experience.

8. Commercial and operational support– “Secure” Accounts

• Ensure the team completes pre-sales enquiries, quotations and, where relevant, customer reporting in a timely and efficient manner.

• Oversee deal registrations, special bids and use of vendor portals to support competitive pricing.

• Coordinate credit account and credit limit activity, resource requests, debt queries and dispute resolution with the relevant owners.

• Ensure customers with export requirements are supported through the correct process and specialist teams.

• Experience in customer support, sales support, customer onboarding or a comparable operational environment
• Experience coordinating the work of others, providing coaching, giving constructive feedback and holding colleagues accountable, acting as a senior point of escalation
• Demonstrable experience managing competing priorities, customer expectations and cross-functional dependencies
• Understanding of process documentation, quality assurance and operational risk
• Confidence using CRM and other relevant SCC toolsets to manage activity and provide visibility
• Ability to obtain the Government and/or Police security clearances required for the role and relevant customer contract
• Previous formal line management or team leadership experience
• Clear, credible and adaptable written and verbal communication
• Customer-first approach, balanced with commercial awareness and process discipline
• Strong planning, organisation, attention to detail and follow-through
• Calm, structured approach to escalation, problem solving and decision making
• Comfort working as both a team leader and an active contributor