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- Tasks: Lead and mentor a dynamic support team while resolving customer issues.
- Company: Join a leading organisation in the exciting sports industry.
- Benefits: Enjoy a competitive salary, bonus, private healthcare, and generous holiday leave.
- Why this job: Make a real impact by supporting customers and developing your team.
- Qualifications: Experience in 1st/2nd line support and strong leadership skills required.
- Other info: Office-based role with opportunities for personal and professional growth.
The predicted salary is between 28800 - 48000 £ per year.
Join to apply for the 1st / 2nd Line Support Team Leader role at Taishi Consulting.
Location: High Wycombe (Office-Based)
£40,000 + Bonus + Full Benefits
We are looking for an experienced 1st / 2nd Line Support Team Leader to join a leading organisation in the sports industry and take ownership of a small but growing support function.
About the role
As the 1st / 2nd Line Support Team Leader, you will run an office‑based support team, acting as both a hands‑on point of escalation and a mentor to your engineers. This is a true player‑manager role, where exceptional communication, customer care, and team leadership are far more important than any specific product knowledge. EPOS experience is beneficial but not essential.
Key Responsibilities
- Lead, coach, and support a team of three 1st & 2nd Line Engineers
- Take ownership of support tickets, ensuring issues are logged, prioritised, and resolved promptly
- Act as an escalation point for complex technical or customer issues
- Support customer onboarding, training, and adoption of new features
- Contribute to continual service improvement and team development
Skills & Experience Needed
- Natural team leader who can inspire, support, and develop others
- Superb communicator with a strong customer‑service approach
- Confident, pragmatic problem‑solver with solid organisational skills
Professional Experience
- Strong background in 1st / 2nd Line Support within a customer‑focused environment
- Demonstrable experience in team leadership or mentoring
- Good understanding of Windows 11, MS Office and general troubleshooting
- EPOS experience is a nice‑to‑have, not essential
- Experience in retail, hospitality, education, or similar environments is beneficial
Benefits
- Company pension
- Employee benefits programme
- 4 weeks' holiday plus bank holidays and birthday leave
- Performance‑related bonus
- Private healthcare
- Access to discounted products for personal use
If you are an enthusiastic and customer‑focused 1st / 2nd Line Support Team Leader who enjoys leading from the front, we would love to hear from you.
1st / 2nd Line Support Team Leader in High Wycombe employer: Taishi Consulting
Contact Detail:
Taishi Consulting Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st / 2nd Line Support Team Leader in High Wycombe
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend local meetups, or join online forums. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to team leadership and customer support. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your leadership skills during interviews by sharing specific examples of how you've mentored team members or resolved complex issues. This will demonstrate your ability to inspire and support others, which is key for the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace 1st / 2nd Line Support Team Leader in High Wycombe
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your leadership abilities and customer service experience, as these are key for the 1st / 2nd Line Support Team Leader role.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're the perfect fit for this position. Share specific examples of how you've led teams or resolved complex issues in the past, and show your enthusiasm for the sports industry.
Showcase Your Communication Skills: Since communication is crucial for this role, make sure your application is clear and concise. Use straightforward language and structure your thoughts logically to demonstrate your superb communication skills.
Apply Through Our Website: We encourage you to apply directly through our website. This way, we can easily track your application and ensure it gets the attention it deserves. Plus, it shows you're proactive!
How to prepare for a job interview at Taishi Consulting
✨Know Your Team Leadership Style
Before the interview, think about your leadership style and how it aligns with the role. Be ready to share examples of how you've inspired and developed your team in previous positions. This will show that you understand the importance of team dynamics.
✨Brush Up on Customer Service Scenarios
Since exceptional customer care is key for this role, prepare to discuss specific situations where you've successfully resolved customer issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your problem-solving skills.
✨Familiarise Yourself with Common Technical Issues
While specific product knowledge isn't essential, having a good grasp of common 1st and 2nd line support issues can set you apart. Review typical troubleshooting steps for Windows 11 and MS Office, and be prepared to discuss how you'd approach resolving these issues.
✨Show Enthusiasm for Continuous Improvement
This role involves contributing to service improvement, so come prepared with ideas or examples of how you've implemented changes in past roles. Demonstrating a proactive attitude towards team development will resonate well with the interviewers.
