Customer Service Team Leader

Location: Wakefield, Hybrid

Salary: up to £36,750

About the role

As the Customer Service Team Leader, you will be responsible for the day-to-day management of the first-line support team and the overall efficiency of our customer service operations. You will ensure that customer enquiries via telephone, chat and ticket systems are handled with speed, technical accuracy, and a high standard of service.

Your role is a blend of people management and systems optimisation. You will work closely with the Head of Customer Service to refine our Freshdesk environment, streamline support workflows, and manage the KPIs that define our success. You will be the point of escalation for complex issues and the driving force behind a high-performing support culture.

Key Responsibilities:

• Team Management: Line manage the Customer Support Advisors, providing daily guidance, conducting performance reviews, and identifying development opportunities.
• Helpdesk Oversight: Oversee all first-line support activities, ensuring ticket queues are managed effectively and SLAs are consistently met.
• Freshdesk Administration: Act as a key administrator for Freshdesk, creating automation rules, managing ticket templates, and optimising workflows to reduce manual overhead.
• KPI Management: Track, analyse, and report on team performance metrics (e.g., response times, resolution rates, and CSAT scores) to ensure high service standards.
• Process Improvement: Continuously review and streamline support processes to improve the customer experience and internal team efficiency.
• Escalation Support: Investigate and resolve complex or high-priority customer queries that require senior-level intervention or cross-departmental collaboration.
• Internal Upskilling: Ensure the support team is fully trained on new product features and internal systems to maintain a high "first-contact resolution" rate.
• Reporting: Provide regular insights to the Head of Customer Service regarding common customer pain points, system health, and team capacity.

Experience

• Proven Leadership: Experience in a team leader or senior role within a customer support or helpdesk environment, preferably in SaaS.
• Technical CRM Expertise: Proficiency in managing and configuring Freshdesk (or a similar enterprise-level ticketing system).
• Strong Communication: Excellent verbal and written skills, with the ability to handle difficult customer situations with professionalism.
• Analytical Skills: Ability to collect and interpret helpdesk data to drive decision-making and performance improvements.
• Logical Troubleshooting: A systematic approach to problem-solving and technical investigation.
• Organisational Excellence: Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.

Desirable:

• SaaS Experience: Strong understanding of software-as-a-service delivery models and technical support cycles.
• Education Sector Knowledge: Familiarity with the specific needs and communication styles of schools and multi-academy trusts.
• Project Management: Experience in implementing new tools or significant process changes within a support team.

The chance to work alongside a team of hard-working, passionate people in a role where you’ll see the impact of your work everyday. We also offer:

• 25 days annual leave (plus 8 days Bank Hols)
• Your birthday off
• BUPA Healthcare Cashback plan – following successful completion of probation
• Pension Scheme
• Ongoing professional development opportunities – we can offer supported study and potential funding for external qualifications
• A cracking team to work with!
• Flexible working – we can offer part time or term time hours to suit you and your family

Interview process

1. Phone screen
2. 1st stage
3. 2nd stage