Customer Support Team Leader (Hockley)

Warning: in order to be eligible for this role you must have a full right to work in the UK

Job Role

We’re recruiting a Customer Support Team Leader to be responsible for the successful management of NexSphere’s team of Customer Support Agents, who act as the front of house for a newly formed Managed Service Provider.

You’ll lead a team of target driven individuals ensuring the function meets with agreed SLA’s and customer expectations. You’ll maintain a high level of communication within the team, sharing best practice with a consistent approach to call handling and provide additional ‘hands on’ resource to the team when required.

Key Responsibilities:

• Oversee the daily operations of the Customer Support Team.

• Identify areas of service improvement.

• Monitor and report on SLA’s

• Play a key part in the achievement of customer satisfaction metrics.

• Work to drive reduction of incoming support calls based on trend analysis.

• Manage relationships with customers.

• Lead, mentor and develop the team.

• Provide regular reporting on service performance and improvements.

Skills and Experience

• Knowledge of IT Systems and a comprehensive understanding of operating a service desk/customer service team and associated management systems.

• High level of verbal and written skills.

• Experience of working for a Managed Service Provider.

• Complaints handling.

• Ability to negotiate and liaise with external and internal customers.

• Ability to gather, analyse and assimilate information quickly.

• Ability to lead and motivate others to deliver targets/objectives.

• Experience of working in an IT support role.

Additional Information

Dependent on the role you are applying to, you may be required to process a Disclosure and Barring Service (DBS/DS) check

Salary up to £35,000 Gross/a

Direct hire full time employee opportunity (B2B contract is not available) .

We offer an attractive referral scheme for placements we make (Terms & Conditions apply). so if you know anyone in your network who might be suitable or is looking for a specific role, please refer them to me.

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