We’re looking for an experienced and inspiring Customer Support Team Leader to join our team on a maternity cover contract. In this role, you’ll lead and support our fantastic team of Customer Support Advisors and Specialists, helping them deliver consistently outstanding experiences for our customers. You’ll play a vital role in coaching the team, optimising support processes, and ensuring service excellence across every interaction.
If you’re passionate about people, thrive in a fast-paced environment, and know what great customer support looks like, we’d love to hear from you.

• Lead and inspire a team of Customer Support Advisors and Specialists to consistently deliver empathetic, solution-focused support
• Mentor team members, building their skills in communication, problem-solving, and service delivery
• Foster a growth mindset and culture of continuous learning and improvement
• Organise team schedules and tasks to ensure optimal staffing and excellent customer service
• Monitor quality of service through regular reviews and performance metrics (CSAT, first-time fix, response times, etc.)
• Manage escalations, resolving complex queries with care and urgency
• Champion the voice of the customer internally—identify trends and pain points and collaborate across teams to drive service improvements
• Continuously refine processes and troubleshooting procedures to improve efficiency and customer satisfaction
• Support the Head of Customer Support with ongoing strategy and service development