Customer Support Team Leader

We're looking for an experienced and inspiring Customer Support Team Leader to join our team on a maternity cover contract. In this role, you'll lead and support our team of Customer Support Advisors and Specialists, helping them deliver outstanding experiences for our customers. You'll play a vital role in coaching the team, optimizing support processes, and ensuring service excellence across every interaction.

If you're passionate about people, thrive in a fast-paced environment, and know what great customer support looks like, we'd love to hear from you.

What You'll Do:

• Lead and inspire a team of Customer Support Advisors and Specialists to deliver empathetic, solution-focused support
• Mentor team members, building their skills in communication, problem-solving, and service delivery
• Foster a growth mindset and culture of continuous learning and improvement
• Organize team schedules and tasks to ensure optimal staffing and excellent customer service
• Monitor quality of service through reviews and performance metrics (CSAT, first-time fix, response times, etc.)
• Manage escalations, resolving complex queries with care and urgency
• Champion the voice of the customer internally-identify trends and collaborate across teams to improve service
• Refine processes and troubleshooting procedures to enhance efficiency and satisfaction
• Support the Head of Customer Support with strategy and service development

What You'll Bring:

• Proven experience in customer support, with leadership or supervisory experience
• A passion for delivering person-centered service and exceptional customer experiences
• Analytical mindset, able to interpret data and turn insights into action
• Strong leadership, communication, and interpersonal skills
• Calm under pressure with conflict resolution and decision-making skills
• Experience with APIs, integrations, cloud solutions, and support tools (e.g., Zendesk, Intercom, Freshdesk)
• Solid understanding of CRM and support ticketing systems
• Excellent problem-solving skills and attention to detail

What We Offer:

• A salary of £35,000 - £40,000 plus bonus depending on experience
• Modern offices in Guildford with optional ad hoc home working
• 25 days holiday
• Net zero pension scheme
• Additional perks: cycle to work scheme, staff discounts, Employee Assistance Programme

At Person Centred Software, we're leading the digital revolution in social care. Our technology is reshaping an industry that impacts millions-driving efficiency, improving outcomes, and setting new standards. Every day, your work will help modernise and future-proof social care.

• Tech That Transforms-automation, real-time data-our solutions are redefining how social care operates
• Join the Market Leader-trusted by thousands, setting the benchmark for digital transformation in social care
• Drive Meaningful Innovation-work at the forefront of a sector ready for change, where your skills make a real-world impact
• Challenge Yourself, Make a Difference-if you love tech and solving big challenges, we want to hear from you
• Work with the Best-join a team of top-tier professionals passionate about using technology to drive change