Trafalgar Talent is proud to be partnering with an award-winning technology business to recruit a
Support Team Lead. This is a fantastic opportunity to join a highly respected organisation recognised as
Tech Employer of the Year 2024
at the South Coast Tech & Innovation Awards.
From their UK headquarters, the Support Department plays a crucial role in delivering trusted, innovative security solutions and exceptional customer experiences.
As the
Support Team Lead, youll support the Head of Support in overseeing the day-to-day operations of three sub-teams, ensuring service excellence, smooth communication, and consistent delivery against KPIs and SLAs.
Key Responsibilities
Team Oversight & Daily Operations
Manage and support the
Customer Insights ,
Customer Resolution, and
BPO/QA
teams (8 team members).
Act as the primary point of contact for escalations and complex issues.
Ensure alignment across teams and maintain high standards of communication.
Identify opportunities for process improvements and implement solutions that enhance quality, efficiency, and the customer experience.
Coach and support team members and line managers to drive performance and engagement.
Cross-Department Support
Monitor departmental SLAs and KPIs (e.g. CSAT, complaint resolution times, QA pass rates).
Produce and maintain reports on quality, escalations, and team performance.
Collaborate with development teams to test and validate updates to customer-facing platforms and internal tools.
Maintain accurate and up-to-date process documentation.
Travel to outsourced partner locations (India, Philippines, USA) when required.
Support the Head of Support with additional projects as needed.
Skills & Experience
Proven experience leading or supervising support teams in a fast-paced contact centre or customer support environment.
Strong knowledge of escalation management, complaint handling, and quality assurance processes.
Experience managing outsourced teams or vendor relationships (desirable).
Excellent communication and coordination skills across teams and functions.
Highly organised, detail-oriented, and able to manage multiple priorities.
Comfortable working alongside technical/product teams on system updates and bug reporting.
Strong interpersonal skills, with a calm and professional approach to conflict or escalation.
A problem-solving mindset and customer-first approach.
Benefits
Salary:
£35,000
£40,000 DOE
Bonus:
Up to 10% annual company bonus
Health & Wellbeing:
BUPA health & dental cover, Be.Ahead assessments, mental health support, onsite gym & osteopath, golf club membership
Perks:
Generous food allowance, free snacks & meals, Netflix/Spotify vouchers, charity donation matching, onsite cocktail bar, free haircuts, Cycle2Work scheme, life assurance & financial advice support
Workplace:
Fully office based at HQ in Segensworth, PO15
This is a brilliant role for someone who thrives in a leadership position within customer support, enjoys improving processes, and wants to work for a forward-thinking, people-focused organisation.
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Trafalgar Talent is acting as the recruitment partner for this position.
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