At a Glance
- Tasks: Lead a team to resolve complex customer escalations and ensure exceptional service.
- Company: Tela Technology, a leading UK communications and IT solutions provider.
- Benefits: Hybrid working model, career development opportunities, and a supportive team environment.
- Other info: Dynamic workplace with a focus on customer relationships and personal growth.
- Why this job: Join a growing company where you can make a real impact and develop your leadership skills.
- Qualifications: Experience in team leadership within an MSP and strong technical knowledge across various technologies.
The predicted salary is between 60000 - 66000 £ per year.
Tela Technology is one of the UK's largest independently owned communications and IT solutions providers, delivering innovative telephony, cloud and managed IT services to more than 4,000 businesses across the UK. Our customer-first approach is at the heart of everything we do. We pride ourselves on building long-term relationships with our customers, delivering technology solutions that genuinely help their businesses succeed. We also believe in empowering our people. We trust our teams to make decisions, take ownership and deliver exceptional service for our customers, while continually developing their own skills and careers.
The MSP arm of Tela has seen a lot of growth, both organically and through acquisitions. This opportunity has been redefined to cater for where we are now, as well as where we're heading as we continue our growth plans.
You’ll lead by example, taking ownership of your own ticket queue of complex customer escalations, while leading a small team of escalation engineers, ensuring our customers receive an exceptional service experience from you and your team. This isn’t a role where management is through dashboards, analytics and reports. We’re a people and customer centric business, and we’re looking for someone who is visible, approachable and actively involved—someone who builds confidence with both customers and colleagues through their technical expertise, professionalism, care and service delivery. This is a leadership role for someone who enjoys remaining technically involved alongside developing, mentoring and managing a team of talented engineers.
What We’re Looking For:
- You may already be leading an Escalation Team, or perhaps you’re a Service Desk Manager or Senior Technical Lead within a smaller MSP looking to take the next step in your career within a larger, growing organisation.
- The successful candidate will have:
- Current proven experience as a hands on team leader, within an MSP environment
- Excellent communication skills, with the confidence to engage professionally with customers at all levels
- Strong technical knowledge across Microsoft technologies, cloud platforms, cybersecurity solutions, networking and modern workplace technologies
- An understanding of emerging technologies, including AI tools, and a commitment to continually developing your technical knowledge.
- A collaborative leadership style, with a genuine passion for delivering exceptional customer outcomes.
This role is based from our London Bridge office. During your probation period, you’ll be office-based to support onboarding, team integration and relationship building. Following successful completion of probation, the role will move to a hybrid working model (3 days in office, 2 days home working).
Escalations Lead employer: Tela Technology
Tela Technology is an exceptional employer that prioritises a customer-first approach while empowering its employees to take ownership and develop their skills. With a strong focus on building long-term relationships, the company fosters a collaborative work culture where leaders are approachable and actively involved in both technical and team development. Located in the vibrant London Bridge area, Tela offers a hybrid working model post-probation, ensuring a balanced work-life environment for its dedicated team members.
StudySmarter Expert Advice🤫
We think this is how you could land Escalations Lead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Tela Technology. 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 Tela Technology 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 Escalations Lead
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 Tela Technology:Your cover letter is your chance to shine! Tell us why you want to work at Tela Technology 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 Tela Technology!
How to prepare for a job interview at Tela Technology
✨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.
