Customer Support Team Lead

Customer Services Team Leaders play a pivotal role in managing and guiding their team to effectively address customers’ technical queries and issues while meeting service level agreements (SLAs) and business key performance indicators (KPIs). Their responsibilities encompass fostering a customer-centric culture, providing coaching to enhance individual and team performance, and overseeing the continuous development of the team.

What will you be doing?

In your role as a Customer Services Team Leader, your responsibilities will encompass:

• Achieving and surpassing agreed KPIs, SLAs, standards, and compliance for the team.
• Introducing new activities and initiatives to enhance team performance, ensuring excellence.
• Leading the team with a focus on day-to-day management, including behaviour, absence, lateness, compliance, performance, and service.
• Coaching team members effectively to foster a culture of first-time resolution and delivering exceptional customer service.
• Managing individual performance and conducting according to established guidelines.
• Implementing improvement plans, incorporating development actions and providing necessary support.
• Developing team members, implementing learning interventions to meet required standards and support personal development goals.
• Collaborating with other departments, offering key insights on customer experience and trends, identifying opportunities for enhancement.
• Promoting a culture of continuous improvement and idea generation, encouraging the team to contribute to refining ways of working, sharing best practices, and developing knowledge articles.
• Handling customer escalations and complaints, providing constructive feedback for individual learning where applicable.
• Adhering to guidelines for major incident management.
• Completing all mandatory training, including current data protection modules.
• Exemplifying the IRIS values and representing the IRIS brand in a friendly and professional manner.

What are we looking for?

This role is ideal for candidates with the following skills and experiences:

• Leadership & Management experience in a customer-facing service role
• Experience supporting software products on a technical level (desirable)
• Possesses Microsoft qualifications (desirable).

In addition to the core skills/experience above, the following competencies are essential for success in this position:

• Leadership & Team Management
• People Development
• Achieving Results
• Collaborative Teamwork
• Innovative Thinking
• Effective Planning & Organization
• Business Acumen

Please note:

• We occasionally close vacancies early in the event that we receive a high volume of applications. Therefore we recommend you apply as soon as possible.