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Customer Support Team Leader

Pure Recruit
Posted 2 days ago, valid for a month
Location

Pencoed, Bridgend County Borough CF35, Wales

Salary

£28,000 - £35,000 per annum

Contract type

Full Time

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Sonic Summary

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  • Our client is a rapidly growing tech company providing IT and communications technology to small and medium businesses across the UK.
  • They are seeking a customer-focused individual with proven leadership experience in the ICT sector, ideally in an IT or Telecoms Helpdesk role.
  • Key responsibilities include coaching the team, ensuring first call resolution, and monitoring performance issues and team KPIs.
  • Candidates should have solid experience in customer service and be comfortable using CRMs and documentation solutions, with a minimum of 3 years of experience required.
  • The position offers a salary of £35,000 and is a full-time role with working hours from Monday to Friday, 9am to 5:30pm, without hybrid or remote options.

Our client is a fast growth tech company providing IT & Comms technology to small and medium businesses throughout the UK.

They are looking for an enthusiastic, customer focussed individual with previous experience of leading a team within the ICT sector, preferably in an IT and/ or Telecoms Helpdesk role.

Main duties:

  • Supporting the team through coaching and training
  • Demonstrate ownership, accountability and strive for "first call resolution"
  • Triage calls and allocate workloads based on capacity
  • Monitor all related telecoms, ICT, network, workstation, laptop and application performance issues and identify trends
  • Support the team as needed (take inbound calls when required)
  • Closely monitor open tickets
  • Measure, monitor and report team KPIs to the Head of Service

Experience required:

  • Proven leadership within an ICT/ Telecoms helpdesk
  • solid experience in customer services
  • comfortable using CRMs and documentation solutions

Thjis is an excellent opportunity to join an extremely fast growth technology company with a nationwide presence. This role is Monday to Friday 9am - 5.30pm and does not offer hybrid or remote working.

Pure Recruitment acts as an employment agency for permanent recruitment and is an Equal Opportunities Emplyer.

By applying for this role your details will be submitted to Pure Recruitment Ltd.

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