Customer Support Team Leader - Derby, United Kingdom - Alton Valley

Description

At Alton Valley, we are dedicated to providing exceptional IT solutions and support to our clients. We pride ourselves on our commitment to customer satisfaction and our innovative approach to solving technical challenges.

As we continue to grow, we are seeking a dynamic and motivated individual to join our team as a Customer Support Team Lead.

Role Overview:

As the Customer Support Team Lead, you will play a crucial role in ensuring the smooth operation of our customer support services.

You will be responsible for managing a team of 1st line IT Technical Engineers, overseeing their day-to-day activities, and ensuring that customer issues are resolved efficiently and effectively.

Additionally, you will serve as a point of escalation for complex technical issues and will work closely with other departments to ensure a seamless customer experience.

Key Responsibilities:

• Lead and manage a team of 1st line technical engineers, providing guidance, support, and mentorship to ensure high levels of performance and productivity.
• Oversee the daytoday operation of the customer support team, including managing workload distribution, monitoring ticket queues, and ensuring timely resolution of customer issues.
• Act as a point of escalation for complex technical issues, working closely with the team to troubleshoot and resolve issues in a timely manner.
• Provide ongoing training and development to team members to enhance their technical skills and knowledge.
• Develop and maintain strong relationships with clients, ensuring that their needs and expectations are met or exceeded.
• Collaborate with other departments, including IT operations and development, to identify and implement process improvements and enhancements to our customer support services.
• Monitor key performance metrics and provide regular reports to management on team performance, customer satisfaction, and service levels.

Qualifications and Experience:

• Previous experience in a technical support role, ideally within the IT industry.
• Proven experience managing or supervising a team, with strong leadership and coaching skills.
• Excellent communication skills, both written and verbal, with the ability to effectively communicate technical information to nontechnical audiences.
• Strong problemsolving skills and the ability to thrive in a fastpaced environment.
• A proactive and customerfocused approach, with a strong commitment to delivering highquality service.
• Relevant technical certifications (e.g., CompTIA A+, Microsoft Certified Professional) would be advantageous but not essential.

Job Types:
Full-time, Permanent


Salary:
£23,634.38-£34,543.58 per year


Benefits:

• Company events
• Company pension
• Free parking
• Onsite parking
• Sick pay

Schedule:

• Monday to Friday

Experience:

• Retail sales: 1 year (preferred)

Customer Service: 1 year (preferred)


Work Location:
In person