Customer Support Team Leader

The Customer Support Team Leader plays a key role in ensuring we deliver an outstanding service experience for our customers by leading, coaching and motivating a team of Customer Support Specialists. Working closely with stakeholders across the Service Excellence function, the Customer Support Team Leader will make effective use of technology to enhance team efficiency and service delivery. They will also use data and reporting to drive performance, track key metrics and support informed decision‑making in alignment with the Service Manager and the Director of Service Excellence

• Ensures the delivery of excellent service to our customers based on their respective segmentation and agreed SLAs through the effective management and oversight of our technological solutions within the team.
• Plans and allocates the workload of the Customer Support team through the effective monitoring and review of customer support data and metrics.
• Supports the resolution of escalated customer cases through signposting, direction, coaching and, where necessary, direct involvement.
• Monitors the performance of suppliers through team feedback, customer support data and metrics, liaising with the Service Manager and other key stakeholders to address any shortfalls in supplier SLAs that impact on our customers and/or the Company.
• Actively participate in and contribute to internal and external meetings, engaging with stakeholders and working collaboratively to share best practice, creative solutions and information.
• Supports the Service Manager to establish and maintain excellent service across the organisational unit by completing additional tasks and project as required.
• Inspires, coaches and develops the Customer Support team to deliver excellent service to our customers.
• Ensures that all team members maintain their knowledge and awareness of our products, services and value proposition by arranging or carrying out relevant training and development activities.  
• Completes regular 1-2-1 check-in meetings with each member of their team to provide coaching, constructive feedback and support in delivering excellent service and performance.
• Conducts regular team meetings to support the Customer Support team in delivering success and overcoming challenges.
• Carries out regular performance and development reviews with each team member to ensure their continued development, performance and success.
• Ensures that all People & HR related tasks and activities are completed and documented in a timely manner in line with our Company policies, procedures and the direction of the People team.