Customer Support Team Leader

Customer Support Team Lead

Job Type: Full-time, Onsite Location: Newbury, RG14 Salary: Competitive

We are recruiting for a Support Lead to oversee a customer support team and deliver an excellent customer experience across the full service lifecycle. This Support Lead position suits someone with strong team leadership skills, a proactive approach to case management, and the ability to work closely with technical, sales, logistics, and finance teams. The Support Lead will play a key role in driving service standards, managing escalations, and improving operational performance.

Day-to-day of the role

• Lead, coach, and develop the customer support team to deliver high service standards and strong operational results
• Manage workloads, daily priorities, onboarding, and ongoing training across the team
• Oversee the logging, triage, and allocation of customer enquiries and service requests
• Monitor open cases to ensure timely progress and resolution in line with service level agreements
• Act as the escalation point for complex, urgent, or sensitive customer issues
• Ensure customers receive regular, accurate, and proactive updates throughout their case journey
• Maintain oversight of cases from initial contact through to resolution, closure, and invoicing
• Review backlog levels, case ageing, response times, and resolution trends to support performance improvement
• Work closely with internal departments and external partners to ensure smooth service delivery
• Identify and implement improvements across processes, systems, reporting, and customer communication

Required skills & qualifications

• Minimum 5 years’ experience in customer service, customer support, service coordination, or service operations
• 2–3 years’ experience leading or supervising a customer support or service administration team
• Strong leadership, coaching, and people management skills
• Excellent customer service and relationship management ability, including handling escalations
• Experience using CRM, ERP, or service management systems
• Strong organisational skills with the ability to manage competing priorities in a fast-paced environment
• Experience measuring and reporting on KPIs and SLA performance
• Strong analytical, problem-solving, and process improvement skills
• Commercial awareness and understanding of service delivery and invoicing processes
• Proficiency in Microsoft Office, particularly Excel; experience in a technical or engineering-led environment would be advantageous

Benefits

• Competitive salary
• Opportunity to lead an important customer support function
• Ongoing training and development
• Exposure to process improvement and service enhancement projects
• Collaborative working environment with cross-functional involvement

How to apply

To apply for this Support Lead opportunity, please submit your CV and cover letter outlining your relevant experience and why the role is of interest.