Team Leader

Company : Dynamite Recruitment Solutions Ltd

Job Type : Full Time

Southampton, Hampshire

Number of Applicants

000+

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Job Description - Team Leader

Team Lead – Customer Support (Hybrid | Southampton)

Join a High-Impact Team Delivering Exceptional Technical Support

Our client is looking for a proactive and results-oriented Team Lead to guide their Customer Support team in delivering world-class service. In this role, you’ll lead a small team of Customer Support Analysts, ensuring smooth operations.

This is a hybrid role based in their Southampton office (3 days in-office, 2 days remote). As part of their commitment to 24/7 support, you’ll also take part in rotational weekend divert cover, helping maintain service continuity outside standard hours. This responsibility is scheduled in advance and shared within the leadership team, ensuring a balance between professional and personal commitments.

Key Responsibilities

Lead and support the Customer Support team, fostering a high-performance environment and enabling team members to meet defined standards.
Provide training, onboarding, and ongoing coaching for new hires and existing staff.
Handle call escalations, ensuring swift resolution and customer satisfaction.
Monitor SLA and KPI adherence, produce regular performance reports, and drive accountability and results.
Improve documentation, processes, and workflows across Microsoft tools and internal systems.
Stay up to date with company policies, regulatory requirements, and industry best practices.
Coordinate and prioritize tasks effectively, managing resources to meet team and organizational goals.
Champion a culture of continuous improvement through feedback, metrics tracking, and professional development.

What We’re Looking For

Demonstrated experience in a technical support leadership role, ideally within the POS or IT sector.
Proven ability to manage SLA/KPIs and familiarity with OKR frameworks.
Experience in team development, including performance reviews and career growth.
Strong communication, people management, and problem-solving skills.
Ability to drive process improvements and adapt to evolving business needs.
Knowledge of POS systems and software deployment is a strong advantage.

Key Competencies

Building Effective Teams
Driving Accountability
Communicating with Impact
Planning & Prioritization
Optimizing Workflows
Demonstrating Resourcefulness

If you are interested in this role please get in touch with Sabrina King on !

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Team Leader

Job Description - Team Leader

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