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-Departme...