Customer Support Team Leader

About The Role

We are 4Com; an award winning, market leading telecoms company that are currently going through an exciting period of growth.

We are seeking an experienced Customer Success Team Leader to join our dynamic Customer Support team in Bournemouth. Our Customer Support team are a motivated and enthusiastic bunch, and we are looking for like-minded people that are outgoing and thrive within a fast-paced environment. We excel in everything we do and pride ourselves on fantastic training and ongoing support to provide you with the tools you need to succeed.

As Customer Success Team Leader you will Lead the Customer Success Team to deliver high-quality outcomes for customers with complex or escalated issues. Focus on root cause resolution, customer retention, and proactive support through team coaching and cross-functional collaboration. This team will provide full technical and complaint resolution for customers, offering technical solutions, complaint resolutions and full outcomes

Benefits for a Customer Success Team Leader choosing to work with 4Com include:

• A competitive salary Depending on Experience
• An exciting role for personal and professional development.
• 24 days holiday + bank holidays. (Increasing by 1 day each year)
• Refer a friend scheme.
• Vodafone Advantage Discount.
• Monthly Company Targeted Draw and Incentivised Lunches.
• Discounted Gym Membership.
• Employee Assistance Programme.
• Company pension.
  
  

In return for this, we are looking for someone who has:

• Proven experience leading a technical support, complaints, or customer success function.
• Strong communication and problem-solving skills.
• Confident handling high-pressure or sensitive situations.
• Experience working cross-functionally with technical and customer-facing teams.
• A passion for delivering excellent customer outcomes.
  
  

What would I be doing as a Customer Success Team Leader at 4Com?

• Lead, coach and develop a team of Customer Success Specialists.
• Act as the escalation point for major faults, complaints and sensitive cases.
• Monitor team performance and ensure KPIs (resolution time, repeat faults, complaint rate) are met.
• Collaborate with Tier 2, QA and Operational Excellence to identify and address root causes.
• Own critical cases from end to end, ensuring a smooth customer experience.
• Report on themes, trends and improvement opportunities to the Head of Operations.
• Drive accountability and ownership across all case types handled by the team.
  
  

Please note that this role is office based in Bournemouth.

Should you feel that this role is your ideal next job opportunity, please get in touch with us today.

Please note, full ‘Rights to Work in the UK’ checks will be completed during the interview process.

About You

About Us

• 4Com Technologies Limited has been supplying phone systems to UK businesses for 25 years. We are cutting-edge innovators, with the development of a globally unique handset, HiHi.
• We are a creative, aspirational team working together to supply telephone systems bespoke to each business with a service tailored to their needs.
• We encourage a positive, can-do spirit balanced with operational focus and competitive drive to be the best we can be.
• Our customers and those who work with us are our priority and we are ever aware of the importance that to succeed, our team need to feel motivated and happy.
• When seeking new team members, we look for open, honest, caring, and focused individuals who are keen to join a fast-paced business and contribute to its continued success.
  
  

4Com Technologies Limited is committed to promoting equal opportunities in employment. Any job applicants will receive equal treatment in the recruitment process and 4Com Technologies Limited will not discriminate unlawfully. Recruitment processes are conducted based on merit, abilities, and qualifications. Any requests for feedback should be made and will be responded to in writing.

INDOMR