We are looking for a dedicated and knowledgeable Team Lead to join a brilliant team in Leeds.
If you’re passionate about people, love solving problems, and want to help lead a team that makes a real impact—this could be the perfect fit for you.

WHAT WE’RE LOOKING FOR:

We’re looking for someone with a strong background in leadership and a real passion for customer support. To be successful in this role, you’ll need:

• Proven experience leading or managing a technical support team – this is a must
• Excellent communication skills with a positive and professional tone
• Solid people management experience—you know how to support, develop, and get the best out of your team
• A logical approach to problem-solving and the ability to stay calm under pressure
• Strong leadership qualities with a hands-on, supportive style
• A genuine passion for delivering top-tier customer service
• A warm, approachable, and friendly attitude
• A team-first mindset—collaboration is key
• Great listening skills and a desire to mentor and grow others

AS A TEAM LEAD, YOUR RESPONSIBILITIES WILL BE:

• To manage a Team of technical support professionals, managing their day-to-day tasks, reviewing tickets, and liaising with customers, driving success through engagement and teamwork
• To ensure all customers are receiving a high level of customer service, we strive to be the best at what we do, we want a partnership and trust from all our customers and consistent across the team
• To conduct regular ticket reviews to make sure tickets are logged and handled in line with our agreed way of working, always putting the customer first and listening to the team on how we can be better
• When we have escalations, speak with customers who have raised concerns and resolve them in a timely manner, whilst also reviewing could we have done anything better
• To manage daily customer demand pro-actively and efficiently
• To notice trends and identify potential issues, raising concerns that aid in a resolution
• To look at ways to continually improve our service to our customers and drive this through the organisation
• To provide 1:1 discussion with your team using our scorecards, no surprises.
• To manage all performance and attendance issues
• To work closely with your team members, sharing knowledge, experience and providing progression paths

We’re looking for someone with a strong background in leadership and a real passion for customer support. To be successful in this role, you’ll need:

• Proven experience leading or managing a technical support team – this is a must
• Excellent communication skills with a positive and professional tone
• Solid people management experience—you know how to support, develop, and get the best out of your team
• A logical approach to problem-solving and the ability to stay calm under pressure
• Strong leadership qualities with a hands-on, supportive style
• A genuine passion for delivering top-tier customer service
• A warm, approachable, and friendly attitude
• A team-first mindset—collaboration is key
• Great listening skills and a desire to mentor and grow other