Customer Support Team Leader
Customer Support Team Leader
Posted on :
21-06-2025
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1 Vacancy
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Job Description
Were looking for an experienced and inspiring Customer Support Team Leader to join our team on a maternity cover contract. In this role youll lead and support our fantastic team of Customer Support Advisors and Specialists helping them deliver consistently outstanding experiences for our customers. Youll play a vital role in coaching the team optimising support processes and ensuring service excellence across every interaction.
If youre passionate about people thrive in a fast-paced environment and know what great customer support looks like wed love to hear from you.
What Youll Do:
What Youll Bring:
What We Offer:
At Person Centred Software were leading the digital revolution in social care. Our technology is reshaping an industry that impacts millionsdriving efficiency improving outcomes and setting new standards. Every day your work will help modernise and future-proof social care.
Tech That Transformsautomation real-time dataour solutions are redefining how social care operates
Join the Market Leader Trusted by thousands we set the benchmark for digital transformation in social care
Drive Meaningful Innovation Work at the forefront of a sector ready for change where your skills fuel real-world impact
Challenge Yourself Make a Difference If you love tech and solving big challenges we want to hear from you
Work with the Best Join a team of top-tier professionals passionate about using technology to drive change
If youre passionate about people thrive in a fast-paced environment and know what great customer support looks like wed love to hear from you.
What Youll Do:
- Lead and inspire a team of Customer Support Advisors and Specialists to consistently deliver empathetic solution-focused support
- Mentor team members building their skills in communication problem-solving and service delivery
- Foster a growth mindset and culture of continuous learning and improvement
- Organise team schedules and tasks to ensure optimal staffing and excellent customer service
- Monitor quality of service through regular reviews and performance metrics (CSAT first-time fix response times etc.)
- Manage escalations resolving complex queries with care and urgency
- Champion the voice of the customer internallyidentify trends and pain points and collaborate across teams to drive service improvements
- Continuously refine processes and troubleshooting procedures to improve efficiency and customer satisfaction
- Support the Head of Customer Support with ongoing strategy and service development
What Youll Bring:
- Proven experience in customer support with additional experience in a leadership or supervisory role
- A passion for delivering person-centred service and exceptional customer experiences
- Analytical mindset able to interpret data and turn insights into action
- Strong leadership communication and interpersonal skillsyou know how to inspire and develop people
- Calm under pressure with excellent conflict resolution and decision-making abilities
- Experience with APIs integrations cloud-based solutions and customer support tools (e.g. Zendesk Intercom Freshdesk)
- Solid understanding of CRM and support ticketing systems
- Excellent problem-solving skills and a detail-oriented approach
What We Offer:
- A base salary of 35000 - 40000 and bonusdepending on experience
- Modern town centre offices in Guildford with opportunityfor ad hoc home working
- 25 days holiday
- Net zero pension scheme
- Additional perks including; cycle to work scheme staff discounts portal and Employee Assistance Programme
At Person Centred Software were leading the digital revolution in social care. Our technology is reshaping an industry that impacts millionsdriving efficiency improving outcomes and setting new standards. Every day your work will help modernise and future-proof social care.
Tech That Transformsautomation real-time dataour solutions are redefining how social care operates
Join the Market Leader Trusted by thousands we set the benchmark for digital transformation in social care
Drive Meaningful Innovation Work at the forefront of a sector ready for change where your skills fuel real-world impact
Challenge Yourself Make a Difference If you love tech and solving big challenges we want to hear from you
Work with the Best Join a team of top-tier professionals passionate about using technology to drive change
Required Experience:
Senior IC
Employment Type
Temp
Department / Functional Area
Key Skills
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