Customer Support Team Leader

Job description

Our client is looking for a Customer Support Team Leader to lead a hybrid customer support team, combining customer-facing service with operational control. This hands‐on role is responsible for ensuring SLA compliance, driving high-quality customer experiences, coaching and developing team members, and identifying continuous improvement opportunities. The successful candidate will act as the first line of leadership within the support team, balancing day-to‐day operational management with people leadership.Key Responsibilities: Lead a customer support team, overseeing day‐to‐day operations including calls, emails, quotations, and order processing.Act as the escalation point for complex or high‐risk customer issues.Coach team members on proactive customer engagement, SLA adherence, and quality standards.Monitor workloads and ensure role clarity between different support functions.Maintain accurate system data and ensure audit‐ready records.Support onboarding, training, and performance management of the team.Identify recurring issues and implement process improvements.Candidate Requirements: Proven experience in customer support or B2B service operations.Experience in construction, tool hire, plant hire, or site‐driven service environments.Strong coaching and people leadership skills.Hands‐on approach; willing to step in to support operational delivery when needed.Ability to manage competing priorities in a fast‐paced, SLA‐driven environment.Previous experience leading a small operational team.Strong understanding of the customer lifecycle in a B2B environment.

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Extra information

Status

Open

Education Level

Secondary School

Location

Great Barford

Type of Contract

Full-time jobs

Published at

03-04-2026

Profession type

Management

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English