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Job description

Job Description

Job Title: Customer Support Team Leader

Reporting to: Customer Support Manager

Job Purpose: To deliver outstanding customer support experiences by leading and guiding the Customer Support team, maintaining a strong focus on customer satisfaction, and fostering a positive, motivational work environment through open communication.

Your Qualities:

• Exceptional interpersonal and communication skills
• Strong commitment to providing excellent customer support
• Proactive and adaptable, ready to tackle new challenges daily
• Motivated to achieve high performance and committed to continuous improvement

Skills & Experience:

• Minimum of 2 years of experience leading a team in a customer support setting
• Meticulous attention to detail, organized and tidy
• Proficient in Word, Excel, and Email; familiarity with Helpdesk, Braintree, Amazon Seller, and Shopify is a plus
• Solutions-oriented with the ability to prioritize tasks and proactively address challenges
• Flexible and adaptive approach to work
• Self-confident and able to maintain composure under pressure

Key Duties & Responsibilities:

• Lead and manage a growing team of Customer Support Executives
• Ensure prompt and consistent answering of all customer calls
• Supervise the processing of customer tickets via the Helpdesk system
• Ensure proactive management of databases by the team, adhering to daily priority tasks
• Communicate effectively with customers through telephone, email, and chat support
• Conduct side-by-side sessions with team members for support and development
• Act as the first point of contact for team members regarding escalated issues or complaints
• Monitor and assess calls/tickets to provide feedback to team members, reviewing a minimum of 3 calls/tickets per team member weekly
• Propose and implement team incentives to motivate and enhance performance
• Conduct monthly one-on-one meetings with all team members
• Manage administrative tasks related to team management, such as holiday and sickness reporting

Please note, this role is office based in Redhill. Please ensure you can commute before applying.

Job Type: Full-time

Salary: £25,000.00-£30,000.00 per year

Benefits:

• Company pension
• Sick pay

Work Location: One location