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 (url removed)