Customer Support Team Leader

We are actively building diverse teams and welcome applications from everyone.

Role: Customer Support Team Leader

Location: Tyseley (SCC operate hybrid working, which comprises of a mix of office and home working)

Contract Type: Permanent

Salary Package: £37960 plus large company benefits, a broad flexible benefits scheme, and 2 paid-for volunteering days a year

Hours: 9.00 am - 5.30 pm Monday - Friday

Interview Process: 2-stage process

Why SCC?

• An inclusive workplace
• Excellent package: solid basic and company benefits
• Hybrid working & core hours in line with role requirements
• Career development and life-long learning opportunities
• Opportunity to join Europe's largest privately-owned IT Company

Role purpose

To lead, coach and coordinate a team of Customer Support individuals while maintaining hands-on ownership of selected customer activity. The role ensures new customers are onboarded professionally, secure service commitments are clear and measurable, operational issues are resolved promptly, and repeatable work is transitioned effectively to the appropriate onshore or offshore teams.

As a player / manager, the Team Leader balances direct customer delivery with daily people leadership, workload control, quality assurance, stakeholder communication and continuous improvement. The role creates clear accountability across the team without becoming a single point of dependency for all operational activity.

Key responsibilities

1. Team leadership and performance

• Provide day-to-day leadership for the Customer Support team, setting priorities and allocating work according to customer need, risk, capacity and capability.

• Hold regular one-to-ones, team check-ins and performance conversations; agree clear objectives and follow through on actions.

• Coach colleagues through live work, provide timely feedback and build capability through cross-training, knowledge sharing and development plans.

• Create an inclusive, accountable team culture aligned to SCC values and a customer-first mindset.

2. Player / manager delivery

• Retain hands-on responsibility for an agreed portfolio of customer onboarding, complex cases or priority accounts.

• Step into operational delivery during demand peaks, absence or critical customer situations while protecting sufficient time for leadership responsibilities.

• Model the expected standard of customer communication, documentation, ownership and cross-functional collaboration.

3. Customer onboarding and service readiness

• Oversee the end-to-end onboarding of new customers/customer contracts within the team remit, ensuring ownership, milestones, dependencies and completion criteria are clear.

• Ensure customer requirements, portals, frameworks, security needs and operational contacts are captured consistently.

• Confirm that customer information packs, account set-up activities and internal hand-offs are complete, accurate and accessible.

4. Workflow, capacity and service control

• Maintain a clear view of incoming demand, work in progress, ageing items, bottlenecks and team capacity.

• Allocate and rebalance workloads, prioritising customer impact, commercial risk and due dates.

• Establish practical controls for case ownership, status updates, escalation and closure so that activity is visible and auditable.

• Provide concise updates to the Director, Revenue Operations, including performance, risks, dependencies and required decisions.

5. Quality, compliance and risk

• Complete proportionate quality checks across customer communications, quotations, onboarding records and handover documentation, where relevant.

• Ensure work is completed in line with agreed processes, customer contractual requirements, information security controls and relevant security clearance requirements.

• Identify recurring errors, control gaps and customer risks; implement corrective actions and escalate material issues promptly.

• Ensure sensitive or key customer information is handled appropriately and only shared with authorised stakeholders.

6. Escalation and stakeholder management

• Act as the first leadership escalation point for account queries ensuring clear ownership and timely resolution.

• Build effective relationships with Sales, Customers, Finance/Credit, Commercial teams, vendor teams and delivery functions.

• Escalate issues that present significant customer, financial, contractual or reputational risk.

7. Process improvement, tools and transition

• Promote consistent use of SCC tools, where applicable

• Document standard operating procedures, customer-specific requirements and lessons learned so that work can be replicated reliably.

• Use data and team feedback to simplify processes and improve customer experience.

8. Commercial and operational support- "Secure" Accounts

• Ensure the team completes pre-sales enquiries, quotations and, where relevant, customer reporting in a timely and efficient manner.

• Oversee deal registrations, special bids and use of vendor portals to support competitive pricing.

• Coordinate credit account and credit limit activity, resource requests, debt queries and dispute resolution with the relevant owners.

• Ensure customers with export requirements are supported through the correct process and specialist teams.

Skills and experience

• Experience in customer support, sales support, customer onboarding or a comparable operational environment
• Experience coordinating the work of others, providing coaching, giving constructive feedback and holding colleagues accountable, acting as a senior point of escalation
• Demonstrable experience managing competing priorities, customer expectations and cross-functional dependencies
• Understanding of process documentation, quality assurance and operational risk
• Confidence using CRM and other relevant SCC toolsets to manage activity and provide visibility
• Ability to obtain the Government and/or Police security clearances required for the role and relevant customer contract
• Previous formal line management or team leadership experience
• Clear, credible and adaptable written and verbal communication
• Customer-first approach, balanced with commercial awareness and process discipline
• Strong planning, organisation, attention to detail and follow-through
• Calm, structured approach to escalation, problem solving and decision making
• Comfort working as both a team leader and an active contributor