Job Description

Hamilton Robson, a global technology and AV company, is recruiting an Audio Customer Service Desk Lead to join our expanding team across the UK, EMEA, and USA. At Hamilton Robson, we create outstanding audio-visual experiences that connect and inspire people and transform spaces.

We're looking for a driven, detail-focused individual to take ownership of our Audio Visual Support desk and ensure that every customer interaction is world-class. You will work closely with the Client Relations Manager to ensure customers issues are dealt with in a timely manner, and with attention to detail.

The role

Manage our customer support service desk and team, ensuring a excellent customer experience with every interaction. Manage a remote team of AV Technicians. Deliver best-in-class AV support, both hands-on and remote, covering a wide range of technology, equipment, and software. Manage our AV customer portal and service desk, assigning, prioritising and closing tickets and issues. Manage all administrative aspects of the team - KPIs, documentation, monthly reports and presentations to customers, in tandem with the Client relations manager. Play a key role in recruitment, onboarding, and ongoing training, ensuring the team's skillset stays ahead of industry standards. Work collaboratively and professionally with all levels of the organisation in a dynamic, high-profile corporate environment. Demonstrating commercial awareness, preparing sales quotes and contributing to tenders.

Who you are

Exceptional administrative and organisational skills - you'll keep systems, schedules, and records running smoothly and accurately. Proficiency in Microsoft Word, Excel, and PowerPoint. Skilled in Jira, Zendesk or similar ticketing software. A customer-first mindset, with a natural drive to resolve issues quickly and effectively. Strong planning, communication, and interpersonal skills with the ability to engage confidently at all levels. A proactive, positive attitude - you're flexible, adaptable, and thrive in fast-changing environments. The ability to work well as part of a team while leading by example. Willingness to travel between sites where required.
Job Type: Full-time

Work Location: In person