About this role
Salary: £35,000 - 40,000 per year
Requirements
- Experience in a similar tech team leader role
- Leadership or supervisory experience, including the ability to analyze team performance and report on KPIs
- Ability to assess performance and KPIs and provide relevant training and coaching
- Excellent communication skills and ability to build relationships with customers and colleagues across the business
- Strong decision-making skills, tenacity, and a proactive approach
- Excellent reporting skills
- Understanding of high-quality customer service and first-line support
- Excellent attention to detail and accuracy
Responsibilities
- Monitor, evaluate, and train the first- and second-line customer support team
- Evaluate the customer journey, assess processes, recommend changes, and implement improvements
- Identify customer pain points and work with support teams to address challenges and reach satisfactory outcomes for customers
- Lead, support, and mentor the team to maintain productivity
- Ensure exceptional customer service levels and report on performance to senior leadership
- Collaborate across the business to identify coaching and training needs
- Design quality-assurance-based coaching and training materials, assess and improve customer experience, and track outcomes
- Act on feedback through coaching
- Contribute to ad hoc projects
Technologies
- Support
More
We are recruiting a Tech Team Leader for a busy Helpdesk within a customer-centric business with strong values, a supportive culture, and a commitment to investing in staff. This is a fully office-based role, with daily collaboration across teams and an important on-site presence to support the team. The role is available now, and we are seeking applications promptly.
last updated 45 week of 2026