At a Glance
- Tasks: Lead a dynamic support team to ensure top-notch customer service and resolve complex issues.
- Company: Join System C, a purpose-driven organisation improving health and social care outcomes.
- Benefits: Enjoy flexible working, a collaborative environment, and opportunities for personal growth.
- Other info: Hybrid work model with a focus on teamwork and professional development.
- Why this job: Make a meaningful impact while developing your leadership skills in a supportive setting.
- Qualifications: Experience in leading support teams and strong technical skills with SQL.
The predicted salary is between 40000 - 50000 £ per year.
At System C, our technology plays a vital role in supporting local authorities to deliver effective social care services. We are looking for an experienced Application Support Team Leader, known internally as Application Support Manager, to lead a specialist support team working with Liquidlogic’s market-leading social care and case management software.
The role involves overall responsibility for an Application Support team, ensuring customers receive timely, high-quality support. You will oversee the triage and prioritisation of customer tickets, manage workload across the team, and take ownership of escalations to ensure critical issues are resolved efficiently. You will work closely with Application Support Engineers, Implementation teams, and other internal departments to resolve complex issues and support smooth customer transitions from implementation into live service.
What you will be doing:
- Leading and line managing an Application Support team, including performance reviews and wellbeing support
- Triaging incoming tickets and assigning work appropriately
- Managing team workload to ensure effective use of time and skills
- Owning customer escalations and high-priority issues
- Working closely with Application Support Engineers to resolve complex problems
- Analysing support demand to identify recurring or high-volume issues
- Supporting smooth handover from implementation into live support
- Maintaining ownership of customer calls and tickets in JIRA
What you will bring:
- Proven experience leading an application or software support team
- Strong prioritisation and decision-making skills in live support environments
- In-depth knowledge of the Liquidlogic product set
- Strong technical experience with SQL Server and writing SQL or T-SQL queries to resolve data issues
- Confidence managing customer escalations and complex stakeholder relationships
- Clear, professional written and verbal communication skills
You will be part of a purpose-driven organisation focused on improving outcomes in health and social care. We offer a collaborative environment, flexible working, and opportunities to grow while making a meaningful impact. At System C, we believe great work happens when flexibility and collaboration come together. All our roles are offered on a hybrid basis, with colleagues spending a minimum of two days each week in the office to connect, create, and grow together. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, disability, or veteran status.
Application Support Team Leader in Leeds employer: System C
At System C, we pride ourselves on being a purpose-driven organisation that values collaboration and flexibility, making us an excellent employer for those looking to make a meaningful impact in health and social care. Our Application Support Team Leader role offers a supportive work culture with opportunities for professional growth, ensuring that our employees can thrive while delivering high-quality support to local authorities. With a hybrid working model, we foster a dynamic environment where innovation and teamwork flourish, allowing you to connect and grow with your colleagues.
StudySmarter Expert Advice🤫
We think this is how you could land Application Support Team Leader in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at System C. 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 System C 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 Application Support Team Leader in Leeds
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 System C:Your cover letter is your chance to shine! Tell us why you want to work at System C 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 System C!
How to prepare for a job interview at System C
✨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.
