At a Glance
- Tasks: Lead and mentor a tech support team to enhance customer experience.
- Company: Join a customer-centric business that values and invests in its staff.
- Benefits: Enjoy a supportive culture with opportunities for personal and professional growth.
- Other info: Fully office-based role with dynamic team interactions.
- Why this job: Make a real impact by improving customer journeys and team performance.
- Qualifications: Experience in tech leadership and strong communication skills required.
The predicted salary is between 35000 - 45000 £ 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 Team Lead - Customer Experience Coach in Morley employer: United Cerebral Palsy of Georgia
Join a dynamic and customer-centric company that prioritises employee development and fosters a supportive work culture. As a Tech Support Team Lead, you will be empowered to make impactful changes while collaborating closely with your team in a fully office-based environment, ensuring exceptional service delivery. With strong values and a commitment to investing in staff, this role offers a unique opportunity for personal and professional growth within a thriving organisation.
Contact Details:
United Cerebral Palsy of Georgia Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Tech Support Team Lead - Customer Experience Coach in Morley
✨Tip Number 1
Network like a pro! Reach out to your connections in the tech industry, especially those who work in customer support. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common questions related to team leadership and customer experience. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your skills during interviews by sharing specific examples of how you've improved customer journeys or led teams. We love seeing real-life success stories that highlight your impact!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always on the lookout for passionate individuals who align with our values.
We think you need these skills to ace Tech Support Team Lead - Customer Experience Coach in Morley
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your leadership experience and any relevant tech support roles you've had. 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 customer service and how your previous experiences have prepared you for this role. We love seeing genuine enthusiasm!
Showcase Your Communication Skills:Since this role involves interacting with various teams and customers, make sure to demonstrate your excellent communication skills in your application. We want to know how you build relationships and resolve issues effectively.
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 this fantastic opportunity. Don’t miss out on joining our awesome team!
How to prepare for a job interview at United Cerebral Palsy of Georgia
✨Know the Customer Journey
Make sure you understand the customer journey and how it relates to the role. Be ready to discuss specific examples of how you've evaluated and improved customer experiences in previous roles. This shows that you can hit the ground running!
✨Showcase Your Leadership Skills
Prepare to talk about your leadership style and how you've successfully mentored teams in the past. Think of specific instances where your coaching made a difference, as this will demonstrate your ability to lead and support the 1st and 2nd line teams effectively.
✨Be Data-Driven
Since the role involves analysing performance and reporting on KPIs, come prepared with examples of how you've used data to drive decisions. Discuss any tools or methods you've used to track performance and implement changes based on your findings.
✨Communicate Effectively
Excellent communication is key in this role. Practice articulating your thoughts clearly and confidently. Be ready to discuss how you've built relationships across teams and with customers, as this will highlight your collaborative approach.
