EMBS Ltd © 2024
Kelly Fowler
Lead Talent Partner
Full Time
Derby, Derby
£35,000
We’re partnering with a well-established UK technology organisation that delivers secure IT, network and infrastructure services into mission-critical environments. With a strong reputation for quality and long-term client partnerships, this business places real emphasis on teamwork, leadership and service excellence.
They’re now looking for an experienced Customer Service Team Lead to take ownership of a 1st line IT support function, ensuring customers receive a consistently high standard of service while supporting and developing a team of technical engineers.
As Customer Service Team Lead, you’ll be responsible for the day-to-day leadership of a 1st line IT support team, acting as a technical escalation point and working closely with internal stakeholders to continuously improve the customer experience.
Key responsibilities include:
Leading, mentoring and motivating a team of 1st line IT engineers
Overseeing daily support operations, ticket queues and workload distribution
Acting as an escalation point for complex technical and customer issues
Ensuring incidents and requests are resolved efficiently and in line with SLAs
Coaching and developing team members through ongoing training and support
Building strong client relationships and managing expectations effectively
Collaborating with technical and operational teams to drive service improvements
Monitoring KPIs and reporting on performance, service levels and customer satisfaction
Essential:
Background in a technical IT support environment
Proven experience leading, supervising or mentoring a support team
Strong leadership, coaching and people-management skills
Excellent communication skills, able to translate technical detail for non-technical audiences
Calm, proactive and solutions-focused approach in fast-paced environments
Strong customer service mindset
Desirable:
Relevant technical certifications such as CompTIA A+, Microsoft or similar
This role requires the successful candidate to obtain SC clearance.
To be eligible, you must:
Have resided in the UK continuously for the past 5 years
Be a British national or hold dual British citizenship
Eligibility will be assessed during the recruitment process.
Flexible benefits package including options for additional annual leave, pension contributions and private healthcare
20 days annual leave plus bank holidays, increasing with length of service
Retail, restaurant and lifestyle discounts
Share scheme
Genuine opportunities for career progression and professional development
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EMBS Ltd © 2024