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- Tasks: Lead and develop a dynamic team of Customer Support Agents to deliver exceptional service.
- Company: Join a forward-thinking company that values culture and employee engagement.
- Benefits: Competitive salary, flexible scheduling, and opportunities for professional growth.
- Other info: Fast-paced environment with opportunities for continuous improvement and career advancement.
- Why this job: Make a real impact by shaping customer experiences and leading a motivated team.
- Qualifications: 2+ years in a leadership role with strong communication and problem-solving skills.
The predicted salary is between 35000 - 45000 ÂŁ per year.
As a UK Customer Team Lead, you’ll play a pivotal role in shaping the day‑to‑day experience of both our customers and our support agents. You’ll lead from the front—coaching, mentoring, resolving escalations, and ensuring our teams consistently deliver outstanding service. You’ll be a trusted people manager who protects and champions our culture and values, keeps teams engaged and motivated, and drives performance through best‑practice operations and data‑led decision making. Operating with a high level of autonomy, you’ll make confident decisions while knowing when to collaborate with your manager for guidance.
WHAT YOU'LL BE DOING:
- Leading and developing a team of 5–10 Customer Support Agents, creating individual development plans and managing performance
- Acting as the first point of escalation for complex customer issues, complaints, and agent support needs
- Driving performance against KPIs through real‑time coaching, feedback, and training
- Managing attendance, scheduling, overtime, holidays, and shift adjustments in line with policy and legislation
- Delivering expert real‑time queue management, distributing agents across tools and systems to meet demand
- Hosting daily start‑of‑shift huddles and leading weekly team meetings
- Monitoring agent adherence, productivity, and engagement using dashboards and performance data
- Supporting high‑volume periods by jumping into queues when needed
- Collaborating with Team Leads and Managers across locations to ensure seamless shift handovers and consistent service
- Standing in for the Customer Support Manager when required
- Using data and insights to identify trends, resolve issues, and drive continuous improvement in the customer journey
- Presenting and speaking confidently about team performance and results
WHAT YOU'LL NEED:
Essential Criteria:
- 2+ years’ experience as a Manager, Supervisor, or Team Leader
- Experience in a fast‑paced, customer‑facing environment
- Strong background in complaint handling and escalations
- Proven performance management experience
- Excellent written and verbal communication skills
- Confidence using CRM systems and learning new tools quickly
- A proactive, solution‑focused mindset with strong problem‑solving skills
- Ability to build trusted relationships and inspire high performance
Desirable:
- Experience leading large teams across varied shift patterns
- Strong understanding of data analysis and performance metrics
- Coaching and mentoring experience
CLOSING DATE: TUESDAY 21st April
Customer Support Team Lead in Solihull employer: The Inside Job
Contact Detail:
The Inside Job Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Team Lead in Solihull
✨Tip Number 1
Get to know the company culture before your interview. Check out their social media, read reviews, and see how they interact with customers. This will help you tailor your answers and show that you're a great fit for the team.
✨Tip Number 2
Practice your responses to common interview questions, especially around leadership and conflict resolution. Use the STAR method (Situation, Task, Action, Result) to structure your answers and make them impactful.
✨Tip Number 3
Prepare some thoughtful questions to ask at the end of your interview. This shows your interest in the role and helps you gauge if the company is the right fit for you. Think about asking about team dynamics or growth opportunities.
✨Tip Number 4
After your interview, don’t forget to send a thank-you email! It’s a nice touch that keeps you on their radar and shows your appreciation for the opportunity. Plus, it’s a chance to reiterate your enthusiasm for the role.
We think you need these skills to ace Customer Support Team Lead in Solihull
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Support Team Lead role. Highlight your experience in managing teams and handling escalations, as this will show us you’re the right fit for our culture and values.
Showcase Your Communication Skills: Since excellent written communication is key for this role, ensure your application is clear and concise. Use a friendly tone that reflects how you’d interact with customers and team members at StudySmarter.
Demonstrate Your Leadership Style: We want to see how you lead and inspire your team! Share specific examples of how you've coached or mentored others, and how you’ve driven performance in previous roles. This will help us understand your approach to leadership.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at The Inside Job
✨Know Your Stuff
Make sure you’re familiar with the company’s values and culture. Research their customer support approach and be ready to discuss how your experience aligns with their needs. This shows you’re genuinely interested and prepared.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past. Think about specific situations where you coached or mentored someone, resolved escalations, or improved team performance. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Data-Driven Decision Making
Since the role involves using data to drive performance, brush up on any relevant metrics or KPIs you’ve worked with. Be ready to discuss how you’ve used data insights to improve customer service or team efficiency in previous roles.
✨Engage and Ask Questions
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, challenges they face, and how success is measured. This not only shows your interest but also helps you gauge if the role is the right fit for you.