Technical Support Team Leader

The Technical Support Team Leader will be joining a global organisation, based within their modern UK headquarters. The company pride themselves on maximising the latest technology, knowledge and business approach to deliver a first-class customer experience.

The successful Technical Support Team Leader will be rewarded with a company pension; 23 days holidays (increasing with service to 30 days), plus Bank Holidays; private medical insurance and life assurance; subsidised staff canteen; free on-site parking; childcare vouchers; uniform provided.

The hours of work are Monday to Friday 9am-530pm.

Summary

The Technical Support Team Leader will be responsible for managing and maintaining the daily operations of the team, handling queries from clients in a timely and effective manner and manage the returns process to full client satisfaction and operational efficiency.

Main Responsibilities

Team Management

• Schedule and oversee daily activities of the support team and conduct regular performance reviews, feedback, and training.
• Lead, mentor and develop a team of Technical Support Specialists.
• Support a team of Skilled Operators to deliver an effective and efficient returns process.
• Ensure all technical support cases are documented and tracked accurately within the system.

Returns Management

• Primary point of contact for escalated technical issues to diagnose and resolve.
• Analyse return trends and implement strategies to reduce return rates and report back to the senior management team.
• Oversee the returns process ensuring all returns are processed efficiently and in compliance with company policies.
• Coordinate with the production team to manage inventory affected by returns.
• Carry out assessments of returned products to identify faults and defects.

Personal Development

• Maintain an in-depth understanding of the company’s products and technologies and provide training to the team when needed.
• Stay updated on industry trends and advancements to continuously improve the support process.

Specific Skills/Qualities Required

• Experience as a Dispensing Optician.
• High level understanding of customer service processes with excellent people skills.
• Communicates powerfully and prolifically, to build collaborative relationships
• Relevant personal development activities; ILM, NVQ, supervisory training.
• Good IT skills.
• Good understanding of ISO requirements.

• The ability to relate, inspire and motivate to achieve the best performance through people.
• Understand what key measures the business requires and drives for results.
• A person who actively strives to develop themselves and others, driving for quality improvement in all aspects of the role.

KEYWORDS: Optician, optical, technical, Team Leader, management, Manager

Unfortunately, due to time restrictions we cannot respond to every applicant, in the event that we haven’t contacted you within 48 hours please take it you have not been successful for this particular role, but your details will be kept on file and considered for all future vacancies.

We are an equal opportunities agency and welcome applicants from all backgrounds.

We are acting on behalf of the client as an Employment Agency in relation to this vacancy.