Our client is seeking a proactive and experienced Customer Support Team Lead to manage and drive their Customer Services team. This is a hands-on leadership role, combining day-to-day management with direct involvement in customer support activities. As a key member of a busy team, you will nurture a culture of customer-first service and sales success, ensuring that customer satisfaction remains at the heart of everything they do. You will take full ownership of the department, demonstrating exceptional leadership, the ability to influence and motivate your team, and strong organisational skills. Flexibility is essential, as you will need to adapt to business changes and translate them into daily departmental operations to consistently meet evolving expectations and targets.
Key Responsibilities:
You will hold departmental responsibility for processes and procedures, reporting, recruitment, staff performance and development, as well as absence and holiday management.
Undertake daily management and leadership of the team by completing departmental tasks alongside them, ensuring all activities are completed within required Turnaround Times.
Responsible for calls, email volumes, tasks, service levels on a day today basis, ensuring all activities follow company guidelines and processes.
Responsible for customer escalations and complaints of the business, resolving them quickly and effectively to the satisfaction of both the customer and the business.
Manage, mentor, coach and motivate the customer service team to develop and upskill them in line with business expectations with sales driven focus to drive sales growth and achieve performance targets.
Hold regular departmental meetings and monthly one to one's to review achievements, improvements, and support training and development to enhance team skills.
Address performance issues promptly and constructively. Conduct absence reporting and return to work interviews.
Review, write and amend departmental documents, processes and submit to Client Services Manager for approval.
Monitor team performance metrics, daily, weekly and monthly.
Motivate department to follow best practice and enhance the customer experience along with departmental productivity and performance.
Commit to both Company and Self growth, this includes continual improvement of product knowledge self and the team to provide exemplary customer service and sales advice.
Prepare regular reports for senior management on team performance and customer satisfaction.
Work closely with Internal Sales, Technical Support, External Sales, Marketing, and Operations to ensure a seamless customer journey.
Deliver and maintain a high level of customer service in a professional and timely manner and uphold company standards with a conscientious and pro-active approach.
Build and develop customer relationships to instil customer confidence in the business.
Proactively develop and implement new ideas and processes to support business improvements.
Effectively manage departmental cover and holiday planning to ensure continuity of service.
Key Competencies and Requirements
Personal Qualities:
Enthusiasm and driven, with a positive "can do" attitude and strong motivation to win jobs and influence sales growth.
Customer-focused, with the ability to build rapport and communicate confidently with both customers and colleagues across phone, email, and in person.
Quick to learn and adapt, with the capability to understand technical products and translate this knowledge into clear, customer-friendly support and advice.
Qualifications / Knowledge
Essential:
Fluent English (both spoken and written) is essential.
Suitable / transferable A Levels, Graduate Degree or equivalent.
4 years of experience in customer service, with a minimum of 2 years in a leadership role.
Computer literate with strong working knowledge of Microsoft 365 (OneDrive, Outlook, Word, and Excel as a minimum).
Proficiency in CRM software and sales tracking tools.
Strong analytical and problem-solving skills, with the ability to make sound, data-driven decisions.
Desirable:
Experience in a technical product or manufacturing environment.
Knowledge of ventilation, HVAC, or building services industries.
Skills:
Leadership and team management skills.
A customer-focused mindset with a commitment to service excellence.
Excellent organisational and planning skills, with the ability to prioritise both personal and team workloads while remaining flexible to changing priorities.
Effective communication, negotiation, and interpersonal skills across all levels.
Strong customer service skills and the ability to interact confidently with customers and colleagues.
Quality-focused with a proactive, solution-oriented approach.
Excellent written and verbal communication skills.
Ability to perform effectively in a busy, target-driven environment, meeting deadlines consistently.
Professional phone answering and call-handling skills.
Strong coaching and mentoring abilities.
Capable of managing and prioritising multiple deadlines within tight schedules.
Summary of Benefits:
Salary up to £32,000 - £35,000 per annum, dependant on experience
25 days annual leave plus (bank holidays)
1 day holiday for birthday
Company Pension Scheme
Private Healthcare
Free Onsite Parking
Life Insurance
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