We’re recruiting a Customer Support Team Leader
Responsible for managing NexSphere’s Customer Support Agents, who serve as the front line for our newly established Managed Service Provider.
This role focuses on prioritising customer satisfaction and ensuring quick resolutions, placing the customer experience at the core of our service.
Lead a target-driven team to meet SLA’s and customer expectations, maintain high communication standards, share best practices, and provide hands-on support when needed.
Ideal candidates will possess comprehensive IT system knowledge, proven team management skills, and exceptional problem-solving abilities to deliver first-class customer service.
What We Offer
* Salary: £35,000 p.a.
* Benefits include: 25 days annual leave + Bank Holidays + Birthday Day off, Volunteer Days, Pension scheme, Healthcare Cash Plan, annual salary review, Refer A Friend Scheme, and access to BenefitHub.
Location & Hours
Hockley, Essex. 37 hours/week: Mon-Thu 8:30am-5pm, Fri 8:30am-4:30pm. Closing date: 23 April 2025.
Application Process
Apply via the provided route to upload your CV. For more info, contact our Internal Recruitment Team.
About NexSphere
Part of the Seetec Group, committed to community, employee well-being, and delivering quality services across the UK and Ireland.
Key Responsibilities
* Oversee daily operations of the Customer Support Team
* Identify service improvements
* Monitor and report on SLA’s
* Drive customer satisfaction metrics
* Reduce support call volumes through trend analysis
* Manage customer relationships
* Mentor and develop team members
* Report on service performance
Skills and Experience
* IT systems knowledge and service desk management experience
* Excellent verbal and written communication skills
* Experience with Managed Service Providers
* Complaint handling expertise
* Negotiation skills
* Ability to analyze and synthesize information quickly
* Leadership and motivation skills
* IT support background
Additional Information
We are committed to safeguarding and promoting welfare, supporting DBS checks where applicable, and promoting equality and diversity in our recruitment practices.
#J-18808-Ljbffr