Customer Support Lead – PC4091
Full time Permanent @Apple Recruitment posted 19 hours ago in Customer Service / Contact CentreJob Description
Customer Support Lead
Location: Belfast Full-Time | Permanent £30,000 – £34,000 + 6–9% performance bonus Hours: 8.30am–5pm Mon–Thu, 8.30am–4.30pm Fri (one late night until 7pm per week) | 37 hours/week
We’re excited to recruit for a newly created leadership role in a dynamic organisation with over 2,000 employees and ambitious growth plans. This is an excellent opportunity for an experienced Customer Service professional to make an immediate impact.
As Customer Support Lead, you will manage the Customer Services function, including the contact centre, PAYG fault dispatch, complaint resolution, failure management, and regulatory compliance. You’ll lead a team, oversee business reporting, training, and customer incentive schemes, and drive operational excellence through process improvement, staff development, and data analysis — ensuring inclusive service and outstanding customer experiences.
Key Responsibilities
· Lead, coach, and develop Customer Service team members.
· Manage contact centre operations, complaints, and PAYG fault dispatch.
· Oversee training support, policy implementation, and customer incentive administration.
· Analyse performance data and produce reports to drive continuous improvement.
· Support projects and provide cross-cover across leadership roles.
· Ensure compliance with regulatory and service standards, including ISO 22458.
What We’re Looking For
Essential:
· Minimum 5 GCSEs (or equivalent) including English & Maths.
· 3+ years’ management experience in a contact centre or customer service environment.
· Experience with complaint handling, performance management, and team development.
· Strong leadership, analytical, organisational, and communication skills.
· Proficiency in customer service systems and Microsoft Office.
Desirable:
· Experience in a regulated industry (utilities, healthcare, finance).
· Contact centre management or training qualifications.
· Knowledge of ISO 22458 and Standards of Service requirements.
What’s in It for You?
· Competitive salary + performance bonus
· Enhanced pension, life assurance, and health & wellbeing programmes
· Generous leave: 20 days + 11 bank holidays + up to 5 extra days
· Enhanced maternity/paternity and sick pay
· Onsite parking and Cycle to Work Scheme
· Charity and community engagement initiatives
Please note the application process for this role will close on Monday 15th of December with interviews taking part shortly after.
Interested? Apply now or contact Patricia at Apple Recruitment for a confidential conversation. Apple Recruitment Services is acting as an Employment Agency. We are proud to be an Equal Opportunities Employer.