At a Glance
- Tasks: Lead and mentor a tech support team to enhance customer service and implement positive changes.
- Company: Join a customer-centric business in Leeds that values and invests in its staff.
- Benefits: Enjoy a supportive culture, career growth opportunities, and a dynamic office environment.
- Why this job: Make a real impact on customer experiences while developing your leadership skills.
- Qualifications: Experience in tech leadership and strong communication skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
Our client is looking to recruit a Tech Team Leader to work within the Helpdesk function. This key recruit has overriding responsibility for the effective monitoring, evaluation and training of the 1st and 2nd line customer support team, assessing the customer journey, and implementing positive change. This is an excellent opportunity to join a superb customer centric business where you will be valued and given full support within your role. This is a fully office-based role for our client as you will interact daily with various teams and that office presence is vital for team support. This is a great company to work for with very strong values who invest in their staff and offer an excellent culture.
Duties & Responsibilities
- You will evaluate the Customer journey, assess current processes and make recommendations for change, implementing new ideas.
- Identifying customer pain points, working with 1st and 2nd line support teams to deal with specific challenges whilst also being a key point of contact for customers, to ensure a satisfactory conclusion.
- Leading, supporting and mentoring your small team to ensure productivity is consistently high.
- Ensuring exceptional customer service levels are achieved and reporting on these to the Senior Leadership Team.
- Working collaboratively cross functionally across the business to review and identify coaching and training needs for the teams.
- You will design QA based coaching and training materials to continually assess and improve customer experience and track outcomes on an ongoing basis.
- Ensuring any feedback is acted on through coaching.
- Involved with adhoc projects.
Skills & Experience required
- Experience within a similar Tech team leader role is essential.
- You will have leadership or supervisory experience, able to analyse the performance of a team effectively and report on KPI's.
- Able to analyse performance, assess KPI's and provide training and coaching to support this.
- You will have excellent communication skills, able to build relationships both with customers and cross functionally across the business.
- You will have strong decision-making skills, will be tenacious in your approach and proactive.
- Excellent reporting skills to provide effective performance led reporting.
- You will ultimately understand what excellent looks like within customer service and 1st line support and will thrive delivering on this to a wider team.
- Excellent attention to detail and accuracy within all areas of your work.
Tech Support Lead. Job in Leeds LilyLifestyle Jobs in Morley employer: United Cerebral Palsy of Georgia
Join a dynamic and customer-centric company in Leeds as a Tech Support Lead, where your contributions will be valued and supported. With a strong commitment to employee development and a collaborative work culture, you will have the opportunity to lead a dedicated team while enhancing the customer journey. This fully office-based role ensures daily interaction with various teams, fostering a vibrant environment that prioritises exceptional service and continuous improvement.
Contact Details:
United Cerebral Palsy of Georgia Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Tech Support Lead. Job in Leeds LilyLifestyle Jobs in Morley
✨Tip Number 1
Network like a pro! Reach out to your connections in the tech industry, especially those who work at companies you're interested in. A friendly chat can sometimes lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to tech support leadership. We recommend role-playing with a friend or using online resources to get comfortable with articulating your experience and skills.
✨Tip Number 3
Showcase your leadership skills during interviews. Be ready to discuss how you've mentored teams or improved customer service processes in previous roles. This is your chance to shine and demonstrate that you’re the perfect fit for the Tech Support Lead position!
✨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 take the initiative to engage directly with us.
We think you need these skills to ace Tech Support Lead. Job in Leeds LilyLifestyle Jobs in Morley
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the Tech Support Lead role. Highlight your leadership experience and any relevant achievements in customer service. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about tech support and how your skills align with our values. We love seeing genuine enthusiasm for the role.
Showcase Your Communication Skills:Since this role involves a lot of interaction, make sure your application reflects your excellent communication skills. Whether it's through clear writing or examples of past experiences, we want to see how you connect with others.
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’s super easy!
How to prepare for a job interview at United Cerebral Palsy of Georgia
✨Know Your Stuff
Make sure you brush up on your technical knowledge related to customer support and team leadership. Understand the common challenges faced by 1st and 2nd line support teams, and be ready to discuss how you've tackled similar issues in the past.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership experience. Think about times when you've successfully mentored a team or implemented changes that improved performance. This will demonstrate your ability to lead and inspire others.
✨Understand the Customer Journey
Familiarise yourself with the concept of the customer journey and be ready to discuss how you would evaluate and improve it. Bring ideas on how to identify pain points and implement positive changes, as this is crucial for the role.
✨Be Ready to Collaborate
Since the role involves working cross-functionally, think of examples where you've successfully collaborated with other teams. Highlight your communication skills and how you build relationships, as these are key to ensuring exceptional customer service.
