Warning: in order to be eligible for this role you must have a full right to work in the UKJob RoleWe’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 InformationDependent on the role you are applying to, you may be required to process a Disclosure and Barring Service (DBS/DS) checkSalary up to £35,000 Gross/aDirect hire full time employee opportunity (B2B contract is not available).We offer an attractive referral scheme for placements we make (Terms & Conditions apply). https://www.tenthrevolution.com/referral-scheme so if you know anyone in your network who might be suitable or is looking for a specific role, please refer them to me.Apply here if you would like to join a professional community of experts, who have got your back and will support you, every step of the way.