Customer Support Lead

Customer Support Lead Your New Company Hays are delighted to be recruiting on behalf of a well-established and highly regarded organisation for a Customer Support Lead. This is an excellent opportunity to join a customer-focused business that places a strong emphasis on service excellence, continuous improvement, and employee development. The successful candidate will lead a busy customer support function, ensuring high standards of service delivery, complaint resolution, operational performance, and team engagement.

Your New Role As Customer Support Lead, you will manage and develop a customer service team while overseeing day-to-day customer support operations. Key responsibilities will include:
Leading, motivating and developing customer service staff through coaching, performance management and ongoing development. Managing customer enquiries, complaints and service issues, ensuring timely and effective resolution. Monitoring operational performance and producing management reports to identify trends and drive service improvements. Overseeing service dispatch activities and ensuring service standards are consistently achieved. Supporting the implementation of policies, procedures and service improvement initiatives.

Coordinating training requirements and supporting compliance and regulatory obligations. Building effective relationships with internal departments and external stakeholders. Contributing to projects, process improvements and wider operational objectives. What You'll Need to Succeed To be considered for this position, you will have: A minimum of three years' management experience within a contact centre or customer service environment. Experience managing complaint resolution processes and complex customer queries.

Proven people management experience, including coaching, performance management and team development. Strong organisational skills with the ability to manage multiple priorities. Excellent communication and stakeholder management skills. Strong analytical and reporting capabilities with experience interpreting performance data. Proficiency in Microsoft Office and customer service systems. A customer-focused approach with the ability to drive high service standards. [Customer S...ember 2026 | PDF] What You'll Get in Return Permanent, full-time position.

37-hour working week. Working hours of 8:30am to 5:00pm Monday to Thursday and 8:30am to 4:30pm Friday. Competitive salary of £32,000 - £34,000 per annum. Opportunity to join a supportive organisation committed to professional development and continuous improvement. Comprehensive benefits package and career progression opportunities. If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

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Skills:

Customer Service Service Delivery Benefits: £32 000 - £34 000