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- Tasks: Lead and develop a team of Customer Support Agents while resolving escalations.
- Company: Dynamic company focused on outstanding customer service and team culture.
- Benefits: 12-month FTC with opportunities for professional growth and development.
- Other info: Collaborative atmosphere with a focus on continuous improvement and performance.
- Why this job: Shape customer experiences and inspire a motivated team in a fast-paced environment.
- Qualifications: 2+ years in management, strong communication, and problem-solving skills.
The predicted salary is between 30000 - 40000 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. This is a 12-month FTC.
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 - FTC 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 - FTC 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 engage 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. We want you to feel confident when discussing your experience in managing teams and handling escalations.
✨Tip Number 3
Prepare some insightful questions to ask at the end of your interview. This shows your interest in the role and helps you gauge if the company aligns with your values and career goals.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in keeping you top of mind. Plus, it’s a great chance to reiterate your enthusiasm for the role.
We think you need these skills to ace Customer Support Team Lead - FTC in Solihull
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Customer Support Team Lead role. Highlight your leadership experience, especially in coaching and mentoring, as well as your ability to handle escalations.
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 driven performance and managed teams in the past, and don’t forget to show your passion for customer service!
Showcase Your Communication Skills: Since excellent written communication is key for this role, make sure your application is clear, concise, and free of errors. Use a friendly tone that reflects our culture while maintaining professionalism.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
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 team members, resolved escalations, or improved 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 your understanding of KPIs and performance metrics. Be ready to discuss how you’ve used data in previous roles to identify trends and improve customer service.
✨Engage with Real Scenarios
Expect situational questions that test your problem-solving skills. Prepare for role-play scenarios where you might need to handle a complex customer issue or manage a team conflict. Practising these scenarios can help you feel more confident during the interview.