Senior Telephone Support Person

Senior Telephone Support Person

Salary: £38,000-£40,000 per year

Hours: 8:30am-5:00pm (Mon-Thurs), 8:30am-4:00pm (Fri)

Job Type: Full-time, Permanent

Location: Basingstoke (with occasional UK travel for customer training/visits)

About the role

We're looking for a Senior Telephone Support Person to provide high-quality telephone and email technical support across a broad mechanical product range. You'll support key account customers and priority installers, helping with product selection, spare parts identification, installation/programming guidance, and fault diagnosis. You'll also act as a day-to-day team lead for first-line support colleagues and assist the Manager with supervision, standards, and knowledge sharing.

Benefits

Competitive salary £38,000-£40,000
Early finish on Fridays (4:00pm)
33 days holiday inclusive of bank holidays
Pension contribution from Day 1
Opportunity to join Medi Cash scheme from Day 1
Free onsite parking
Opportunity to develop expertise and take ownership as a senior technical support lead

Key responsibilities

Answer technical help-line calls, providing clear and accurate advice to customers and installers
Support and supervise 1st line support people, prioritising workload and quality of responses
Prioritise support for account holders and approved installers over non-account holders/end users
Manage assigned email enquiries and call-backs efficiently and to agreed service levels
Maintain and develop strong product knowledge through ongoing training and personal development
Support internal sales teams with technical specification and equipment selection
Attend key customer visits as required and support bespoke customer projects with technical input
Contribute to new product appraisal and feedback
Create training materials (PowerPoint presentations, videos, webinars, demo rigs)
Deliver product training to internal teams and external customers (office-based and on customer sites UK-wide)What we're looking for

Proven experience delivering telephone-based technical support in a technical or mechanical environment
Strong fault-finding mindset and ability to explain technical concepts clearly to different audiences
Confidence supporting customers, installers, and internal stakeholders under time pressure
Experience coaching, guiding or supervising others
Comfortable creating and delivering training content
Willingness to travel occasionally across the UK for training/customer support visitsTo apply: Please submit your CV or call the team on (phone number removed).

Should you require any support or assistance, please contact your local Gi Group office.

Gi Group Holdings Recruitment Limited are proud founding members of Menopause in business, corporate members for Neurodiversity in business, Disability Confident committed members, Gold status for the Armed Forces Covenant, Bronze trail blazers for Racial Equality matters and Age Friendly Employer pledge members.

Gi Group Holdings Recruitment Limited group of companies includes Gi Recruitment Limited, Draefern Limited, Gi Group Recruitment Ltd, INTOO (UK) Limited, Marks Sattin (UK) Limited, TACK TMI UK Limited, Grafton Professional Staffing Limited, Encore Personnel Services, Gi Group Ireland Limited and Kelly Services (UK) Ltd. Gi Group Ireland Limited are acting as an Employment Agency in relation to this role.

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Only candidates based in UK and eligible to work in UK are allowed