Customer Support Team Leader

New Yesterday

Were 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.
Youll 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, youll 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 Were 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 environments
Demonstrated experience delivering process and service improvements
Why Apply?
Opportunity to shape and lead a growing Customer Support function
High visibility role with real influence on customer experience and business performance
Supportive, values-driven organisation with a strong focus on development and continuous 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.
By applying for this position, you confirm that you consent to the processing of your personal data in accordance with the General Data Protection Regulation (GDPR) for the purposes of recruitment, employment and working finding service.

TPBN1_UKTJ
Apply
Location:
Newton Abbot
Salary:
£35,000
Job Type:
FullTime
Category:
IT;IT

We found some similar jobs based on your search