Job Title

We’re looking for an experienced and inspiring Customer Support Team Leader to join our team on a maternity cover contract. 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 supportMentor team members, building their skills in communication, problem-solving, and service deliveryFoster a growth mindset and culture of continuous learning and improvementOrganise team schedules and tasks to ensure optimal staffing and excellent customer serviceMonitor quality of service through regular reviews and performance metrics (CSAT, first-time fix, response times, etc.)Manage escalations, resolving complex queries with care and urgencyChampion the voice of the customer internally—identify trends and pain points and collaborate across teams to drive service improvementsContinuously refine processes and troubleshooting procedures to improve efficiency and customer satisfactionSupport the Head of Customer Support with ongoing strategy and service developmentWhat You’ll Bring:Proven experience in customer support, with additional experience in a leadership or supervisory roleA passion for delivering person-centred service and exceptional customer experiencesAnalytical mindset, able to interpret data and turn insights into actionStrong leadership, communication, and interpersonal skills—you know how to inspire and develop peopleCalm under pressure with excellent conflict resolution and decision-making abilitiesExperience with APIs, integrations, cloud-based solutions, and customer support tools (e.g. Zendesk, Intercom, Freshdesk)Solid understanding of CRM and support ticketing systemsExcellent problem-solving skills and a detail-oriented approachWhat We Offer: A base salary of £35,000 - £40,000 and bonus depending on experienceModern town centre offices in Guildford, with opportunity for ad hoc home working25 days holidayNet zero pension schemeAdditional perks including; cycle to work scheme, staff discounts portal and Employee Assistance ProgrammeAt 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.