We’re recruiting a Customer Support Team Leader to be responsible for the successful management of NexSphere’s team of Customer Support Agents, who act as the front of house for a newly formed Managed Service Provider.
This role is crucial for prioritising customer satisfaction and ensuring quick resolutions, placing them at the heart of the customer experience.
You’ll lead a team of target driven individuals ensuring the function meets with agreed SLA’s and customer expectations. You’ll maintain a high level of communication within the team, sharing best practice with a consistent approach to call handling and provide additional ‘hands on’ resource to the team when required.
Our ideal candidate will have comprehensive knowledge of IT systems, a proven ability to manage and motivate a team, and exceptional problem-solving skills to ensure we deliver first-class customer service.
In return for your dedication, knowledge, and commitment, we’re offering a competitive salary of £35,000 p.a. with these great benefits:
• 25 days annual leave + Bank Holidays + Birthday Day off (with the opportunity to buy additional days)
• 2 Volunteer Days
• Pension - 5% Employee 5% Employer
• Healthcare Cash Plan, incl. 3 x salary life assurance
• Annual Salary Review
• Refer A Friend Scheme
• Free access to BenefitHub – an online portal with access to a wide range of retail discounts, cycle to work scheme and additional voluntary benefits
Interested? There’s an easy to apply route below to upload your CV! If you need any further information, talk to our experienced Internal Recruitment Team on 01702 595200.
NexSphere Business Solutions is part of the Seetec Group, an employee-owned organisation. We continually pride ourselves on our sense of community, both in the incredible work we do throughout UK and Ireland, and internally with our employee-owners. People are at the front, centre and heart of every service we provide and each decision we make.
Location: Hockley, Essex
Hours: 37 hours a week. Monday to Thursday 8.30am to 5pm, Friday 8.30am to 4.30pm
Closing Date: 23 April 2025
Key Responsibilities
• Oversee the daily operations of the Customer Support Team.
• Identify areas of service improvement.
• Monitor and report on SLA’s.
• Play a key part in the achievement of customer satisfaction metrics.
• Work to drive reduction of incoming support calls based on trend analysis.
• Manage relationships with customers.
• Lead, mentor and develop the team.
• Provide regular reporting on service performance and improvements.
Minimum Requirements
• Knowledge of IT Systems and a comprehensive understanding of operating a service desk/customer service team and associated management systems.
• High level of verbal and written skills.
• Experience of working for a Managed Service Provider.
• Complaints handling.
• Ability to negotiate and liaise with external and internal customers.
• Ability to gather, analyse and assimilate information quickly.
• Ability to lead and motivate others to deliver targets/objectives.
• Experience of working in an IT support role.
Additional Information
NexSphere Business Solutions (Part of the Seetec Group) is committed to safeguarding and promoting the welfare of young people and vulnerable adults and expects all staff to share and uphold this commitment in conjunction with the requirements of the Prevent Duty and the positive promotion of modern British values.
Dependent on the role you are applying to, you may be required to process a Disclosure and Barring Service (DBS/DS) check. Seetec supports the recruitment of ex-offenders and will not discriminate in any way. Our full policy statement of “Ex-Offenders” can be found on our website under “About us”.
Seetec is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.
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