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Customer Support Team Leader


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Job Summary

This role will report to the Senior Customer Support Manager and will manage a team of Customer Support Consultants to deliver excellent customer support for all Payroll products via both email and telephone.

Main Responsibilities


To be responsible for implementing and running essential Support based projects with key deliverables and tight timescales.

  • Maintain project scope
  • Maintain project plan
  • Monitor progress
  • Prepare daily/weekly/monthly updates
  • Arrange project meetings including agenda and minutes
  • Complete and communicate project plans


Department Duties:

Build, develop and motivate your team through outstanding leadership, inspiring individuals to maximise their performance while dealing honestly with poor performance


  • Regularly coach individual team members and organise ad-hoc team training
  • Manage daily/weekly/monthly KPIs
  • Monitor team and individual productivity to ensure that service level agreements (SLAs)  are maintained
  • Be involved in the recruitment process for all new team members
  • Deliver monthly 1-2-1s to the team
  • Promote team building and form good relationships with other areas of the business
  • Conduct performance reviews and sets objectives
  • Manage time effectively and meet agreed deadlines
  • Show excellent commercial awareness and understand all the aspects of the Contact Centre environment
  • Act as point of escalation for team concerns/customer complaints/issues to be fed back to the Senior Support Manager
  • Use initiative and take responsibility for personal development of staff members
  • Maintain/update/revise management reporting highlighting any deficiencies, possible reasons and build action plans
  • Ensure monthly capacity and work flow schedules are adhered to:
    • Schedule work daily/weekly/monthly
    • Allocate work daily/weekly/monthly
    • Monitor work progress

Key Relationships

  • Wigan QA
  • Stockton Development
  • Stockton QA
  • Stockton/Wigan Support
  • Wigan Admin
  • Marketing Payroll/HR
  • Manchester Sales


  • GCSE Maths and English or equivalent
  • Customer Service qualification NVQ or equivalent


  • Team Leadership
  • Interpersonal Awareness
  • Teamwork
  • Customer Awareness
  • Drive for Achievement
  • Resilience
  • Initiative
  • Innovation
  • Planning & Organising
  • Commercial Awareness

Closing date:
18 Mar 2016


On application

Reference No.:

Position type:

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