Customer Support Team Leader

We’re recruiting on behalf of a growing, values-led organisation that is investing heavily in its customer experience. This is an excellent opportunity for an experienced Customer Support Team Leader to take ownership of a multi-channel support function and play a key role in shaping service delivery, team performance and customer satisfaction.

You’ll lead, coach and develop a Customer Support team delivering high quality service to a diverse customer base, including private customers, therapists, internal sales teams, UK distributors and export partners.

The Role

As Customer Support Team Leader, you’ll be responsible for the day-to-day leadership and performance of the Customer Support team, ensuring service levels, KPIs and customer experience standards are consistently achieved.

Key responsibilities include:

Leadership & Team Development

• Lead, motivate, and develop a Customer Support team through regular 1:1s, coaching, and performance management
• Manage appraisals, probation reviews, PDRs, and performance goals
• Allocate workload and inbox ownership to ensure service coverage and KPI delivery
• Identify and address underperformance early, working within HR processes
• Recruit, onboard, and train new team members as required
• Deliver ongoing training, call coaching, and side-by-side sessions to build commercial awareness and tailored communication skills

Customer Experience & Service Quality

• Help shape and deliver a clear customer experience strategy alongside the senior leadership team
• Define service standards, escalation paths, and response expectations for different customer groups
• Act as the first escalation point for complex or high-priority customer issues
• Ensure timely resolution of enquiries and complaints across all support channels
• Maintain up-to-date product knowledge and accurate customer facing documentation
• Capture and champion customer feedback, translating insight into service improvements

Operational Performance & Reporting

• Own and deliver Customer Support KPIs, including response times, order processing, backlog management, and customer satisfaction
• Champion effective use of HubSpot CRM, ensuring all customer interactions are logged, tracked, and followed up accurately
• Work closely with Sales and Marketing to optimise workflows, reporting, and visibility of customer insight
• Analyse performance trends, identify root causes, and implement corrective actions
• Produce regular performance reports and insight for senior stakeholders

Process Ownership & Continuous Improvement

• Develop, maintain and improve Customer Support SOPs
• Identify inefficiencies and lead improvements that enhance speed, accuracy and customer experience
• Work cross-functionally with Sales, Marketing, Operations, and Finance to align processes with the end-to-end customer journey
• Escalate risks with potential financial, legal, or reputational impact
• Promote a culture of continuous improvement and encourage team-led ideas

Stakeholder & Relationship Management

• Build strong internal relationships to ensure seamless service delivery
• Represent Customer Support in cross-departmental discussions
• Collaborate with Sales, Operations and Finance to remove blockers and support business initiatives

What We’re Looking For

- Proven experience leading and developing a high performing Customer Support or Customer Service team

- Strong track record of delivering KPIs and improving customer satisfaction

- Confident handling escalations and service risk

- Data-driven, solutions-focused approach with strong decision-making skills

- Excellent communication skills with the ability to influence stakeholders at all levels

- Confident and consistent user of HubSpot CRM (or similar CRM platforms)

Desirable (Not Essential)

- Experience with ERP, MRP, or order management systems

- Background in healthcare, medical devices, or regulated environment

- Demonstrated experience delivering process and service improvement

WHAT IS ON OFFER

Monday to Friday 9am to 5pm

Competitive Salary

Matched Pension

26 Days Leave (plus Public Holidays)

Free Onsite Parking

Access to Help @Hand 24/7 Helpline for you and your immediate Family

Access to Simply Health

Company Events

If you are an experienced Customer Support Team Leader and are currently looking for a new challenge then please submit an up to date CV by using the ‘apply’ button below.

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