About

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