Job Description

We're looking for an experienced and inspiring Customer Support Team Leader to join our team. In this role, you'll lead and support our fantastic team of Customer Support Advisors and Specialists, helping them deliver consistently outstanding experiences for our customers. You'll play a vital role in coaching the team, optimising 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 consistently 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
Organise team schedules and tasks to ensure optimal staffing and excellent customer service
Monitor quality of service through regular 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 pain points and collaborate across teams to drive service improvements
Continuously refine processes and troubleshooting procedures to improve efficiency and customer satisfaction
Support the Head of Customer Support with ongoing strategy and service development


What You'll Bring:


Proven experience in customer support, with additional experience in a leadership or supervisory role
A passion for delivering person-centred service and exceptional customer experiences
Analytical mindset, able to interpret data and turn insights into action
Strong leadership, communication, and interpersonal skills--you know how to inspire and develop people
Calm under pressure with excellent conflict resolution and decision-making abilities
Experience with APIs, integrations, cloud-based solutions, and customer support tools (e.g. Zendesk, Intercom, Freshdesk)
Solid understanding of CRM and support ticketing systems
Excellent problem-solving skills and a detail-oriented approach


What We Offer:


A base salary of 35,000 - 40,000 and bonus depending on experience
Modern town centre offices in Guildford, with opportunity for ad hoc home working
25 days holiday
Net zero pension scheme
Additional perks including; cycle to work scheme, staff discounts portal and 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, we set the benchmark for digital transformation in social care
Drive Meaningful Innovation - Work at the forefront of a sector ready for change, where your skills fuel 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


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