Support Team Lead

Support Team Lead

• Customer Support, Client Relationships, Support Resolution
• Fareham, Hampshire. This role is to work in the office full time.
• Salary circa £40,000 plus benefits

In 2023, cybercrime cost UK businesses an estimated £21 billion. But don't think it's the just the big corporates at risk, the average cybercrime value in the UK is just over £10,000 demonstrating that personal finance and small business cybercrime is rife.

Would you like to be part of the solution?

We are working with an award-winning leader in the field of cyber security. They are on a mission to build a safer digital world for you and your future self! They have built a suite of innovative products designed to offer superior protection against a broad spectrum of online threats.

Role Overview

The role of Support Team Lead ensures every customer receives timely, effective and high quality assistance. Whether resolving technical issues, addressing service queries, or managing escalations, my clients support teams work collaboratively to deliver outcomes that build confidence and trust. You will work in close partnership with the Head of Support in managing the day to day activities of three key internal teams. The Support Team Lead will ensure these teams are working effectively, meeting SLA targets and providing high quality outcomes for customers.

Key Responsibilities

• Oversee daily operation of the three key support teams
• Act as the main point of contact for escalated issues within the department
• Ensure clear communication and alignment between teams and with the Head of Support
• Identify opportunities for process improvements and recommend solutions
• Provide coaching, feedback and support team members to develop skills

Skills and Experience

• Experience managing or supervising support teams within a fast paced customer support environment
• Strong understanding of escalation management, complaint handling and quality assurance processes
• Hands on experience managing outsourced teams and vendor relationships
• Excellent communication skills

The company offers a competitive salary, exposure to new technology, career progression and a great working environment with a talented team.

Interviews are being held within the next couple of weeks so please get in touch via email or give me a call on the following TomRayner@SpectrumIT.co.uk or call 02380 765 808

Spectrum IT Recruitment (South) Limited is acting as an Employment Agency in relation to this vacancy.