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Technical Support Team Leader

ALH Recruitment
Posted 7 days ago, valid for 23 days
Location

Boston, Lincolnshire PE21, England

Salary

£38,000 - £45,600 per year

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Contract type

Full Time

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Sonic Summary

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  • ALH Recruitment is seeking a Technical Support Team Leader for a client in the Boston area of Lincolnshire, offering an attractive salary package.
  • The Team Leader will oversee daily operational workloads across calls, emails, live chats, and case management to ensure service levels are met.
  • Candidates should have proven experience in a team leadership or supervisory role, preferably within a customer service, operations, or case management environment.
  • Strong communication, organizational, and decision-making skills are essential, along with the ability to manage competing priorities and handle complex cases.
  • The position requires a minimum of 3 years of experience in a relevant field, and the salary will be competitive based on experience.

TechnicalSupportTeamLeader-Boston-Attractivepackage

ALHRecruitmentarelookingtorecruitaTechnicalSupportTeamLeaderforourclientwhocontinuetodominatetheirmarket,basedintheBostonareaofLincolnshire.

TechnicalSupportTeamLeader

TheTeamLeaderisresponsibleforoverseeingdailyoperationalworkloadsacrosscalls,emails,livechats,andcasemanagementtoensureservicelevelsaremet.Theroleinvolvesmanagingteamperformance,monitoringresponsetimes,ensuringcasesareaccuratelydocumentedandprogressedcorrectly,andaddressingperformanceorworkflowissues.TheTeamLeaderprovidessupporttoteammembersasneeded.

OverseetheWorkload-IncomingCalls/Emails/LiveChatsandCaseload.

GeneralManagementoftheteam-Responsetimestoolong,casesbeingraisedforeverything,

Notesaddedtocasesandbeingmovedthroughtheflowcorrectly.

AnswerLibrary(wiki)

Handlespecificcases-PassedbyManagement/Escalatedbycustomer/Flaggedbyteamforassistance(inemail)

Fieldsandallocatesworksentviaotherdepartments/Directors(inBAAbsence)

Reviewofallcasesthatareopenbeyond4weeks.

Responsibilities:

  • Provenexperienceinateamleadershiporsupervisoryrole,preferablywithinacustomerservice,operations,orcasemanagementenvironment.
  • Strongabilitytomanageandprioritiseworkloadsacrossmultiplechannels,includingcalls,emails,livechats,andcasequeues.
  • Demonstratedpeoplemanagementskills,includingperformancemonitoring,coaching,andaddressingunderperformanceorworkflowissues.
  • Excellentunderstandingofcasemanagementprocesses,includingaccuratenote-taking,escalationhandling,andensuringcasesprogresscorrectlythroughdefinedworkflows.
  • Abilitytohandlecomplex,sensitive,orescalatedcasesprofessionallyandefficiently.
  • Strongcommunicationskills,withtheabilitytoliaiseeffectivelywithteammembers,management,andotherdepartments.
  • Strongorganisationalanddecision-makingskills,withtheabilitytoallocateworkandmanagecompetingpriorities,includingworkassignedbyseniorleadership.
  • Highattentiontodetail,particularlywhenreviewinglong-opencasesandidentifyingdelaysorprocessgaps.

IfyoufeelyouhavetheskillsandexperiencetostepintothisexcitingTechnicalSupportTeamLeaderrole,pleaseapplybelow:

Apply now in a few quick clicks

By applying, a CV-Library account will be created for you. CV-Library's Terms & Conditions and Privacy Policy will apply.

SonicJobs' Terms & Conditions and Privacy Policy also apply.

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