Team Leader Customer Services

  • Location:

    Heanor, Derbyshire

  • Sector:

    Call & Contact Centre

  • Job type:

    Full Time

  • Salary:

    £22000 - £250000 per annum + Progression and other benefits

  • Contact:

    Rachel Taylor

  • Contact email:

  • Job ref:


  • Published:

    about 2 months ago

  • Expiry date:


  • Startdate:

    April 2019

Team Leader - Helpdesk

Heanor / Shipley Derbyshire

Up to £25,000pa

Are you an exceptional customer service supervisor or team leader with a background or previous experience in the technical, helpdesk or IT industries looking for a new challenge managing a small customer services team? Are you experienced in dealing with business customers and used to the variety and pressure that brings? Do you want to be part of a young, dynamic software company, playing the pivotal role in their customer service contact centre, who are really going places with aggressive plans for expansion?

Then read on!

The role

As a supervisor or team leader with day to day responsibilities for a small customer services team, you'll be speaking to customers dealing with their queries and issues, logging details and issuing tickets with the aim of resolving or solving any technical difficulties. You'll be supporting, coaching and advising your team, keeping them calm under pressure and motivated to take ownership of delivering resolution after resolution quickly, to the highest standards.

You will be building relationships with companies and end users and be able to manage clients of any level and understand the impact of any potential systems downtime, identifying any possible negative impacts on the customer's business and the importance of swift and efficient resolution.

You'll be working closely with internal teams to identify bottle necks and pass any feedback onto the quality assurance and software development teams as part of a continual improvement and ongoing customer satisfaction programme.

In addition, you'll be updating systems and ensuring all notes and actions are recorded and dealt with in an accurate and timely manner. You'll be following company processes and SLAs to ensure every customer gets first class service every time.

Reporting directly to the Operations Director, you'll be a confident communicator who demonstrates initiative and leads by example with passion, drive and a pride in your work and the team which reflects through to the customers and the wider brand.

This is a full time permanent role and the hours are likely to be 9am - 5.30pm but the more flexible you can be working in a small team, the better!

What you'll need

As an experienced people manager within a customer service function you'll know how to deliver first class service, both yourself and through a team. You'll be happy to jump in and take escalation calls and make decisions quickly to minimise disruption. If you've worked as a technical customer support or IT helpdesk advisor, you'll already know how important resilience and being able to put people at ease are the key to success. You'll be able to demonstrate recent success in this type of role and be able to describe with confidence how and when you have delivered exceptional results in a similar environment, preferably B2B.

As with any customer service/helpdesk role, you'll be facing a broad spectrum of call types and as such will use your skills and expertise to fully understand why the customer is calling and use your empathy and patience to reassure them their query is being dealt with. Your confident and calm manner and excellent communication skills will be key in ensuring you demonstrate accountability and take responsibility for the call. You'll be competent on excel and have good PC skills and be familiar with using inhouse systems and databases.

What's in it for me?

In exchange we can offer a great salary and excellent training to get you up to speed on this bespoke service offering! The location is peaceful and offers beautiful views, free parking, an abundance of fresh air and wildlife on your doorstep! The company has a family feel and very much feels like a place where everyone works together, as a team, to deliver an overall exceptional service to every customer from small independents, to national brands you will definitely have heard of! There are clear career opportunities for progression for someone who wants to progress as the team grows and the company expands.

Please apply now and we will review your application immediately!

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.