Job Description
BMC Recruitment Group are currently recruiting for a Customer Support Team Leader for their client in Peterlee, Durham.
You’ll oversee their support operations, drive exceptional customer experiences, and lead a high-performing team.
In this role, you will be responsible for managing day-to-day support activities, resolving complex issues, and implementing processes that enhance efficiency and service quality.
You will collaborate closely with cross-functional teams and global colleagues to ensure our customers receive timely, effective, and seamless support.
This role offers the opportunity to make a tangible impact on both customer experience and the growth of this support function, within this company.
Key Benefits:
* Career progression and internal development
* Full time 37 Hours a week
* Monday to Thursday 8.15am to 4.45pm - Friday 8.15am to 3pm
* Free parking
* 4 x death in service cover
* Private Medical Insurance (BUPA – Individual cover)
* Medicash (Health Cash Plan) – individual + up to 4 children)
* Salary Sacrifice Pension Scheme
* 2 days per year to take part in volunteering activities for a local charity of your choice
* It doesn’t stop there; you will receive access to fresh fruit daily along free tea/coffee and biscuits in the office.
Responsibilities/Requirements:
* Oversee the day to day performance of the customer support team
* Review data and strengthen reporting dashboards to improve visibility and decision making
* Provide coaching and 1:1 reviews to develop team capability
* Maintain compliance with defined SLA’s and drive performance against key metrics
* Handle customer complaint’s and complex technical issues
* Liaise with Customer Success and other customer facing teams to reduce repeat queries and enable a proactive approach
* Provide backup coverage cross the support functions when required
If you are a strategic leader who thrives on problem-solving, coaching teams, and improving customer satisfaction, I would love to hear from you.
Please get in touch with andrea.conway@bmcrecruitmentgroup.com