Cardinus Risk Management Ltd
Customer Support Team Lead
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Customer Support Team Lead
Company Description
Cardinus Risk Management Ltd is a leading provider of ergonomics, property risk, insurance risk, health and safety, security, and fleet risk management services. With over twenty years of experience, the company partners with major global organisations (including FTSE 100 firms and government agencies) to deliver effective, practical solutions.
Technology is central to Cardinus’ approach, with custom-developed software driving positive behaviour change, risk identification, mitigation, and organisational efficiency. Their solutions are backed by experienced industry consultants who provide strategic and operational guidance.
Team members join a business committed to innovation, collaboration, and fostering workplace safety, helping clients reduce risk while improving overall well-being.
About the Role
We are seeking a Customer Support Team Lead to join our on-site team in East Grinstead. This is a full-time role focused on overseeing a customer support team to ensure timely, high-quality responses through phone, email, and ticketing systems.
As the Team Lead, you will:
- Mentor and coach support team members to maintain excellence.
- Monitor service performance, handling escalated issues as needed.
- Maintain comprehensive documentation of processes and resolutions.
- Collaborate with technical, product, and consulting teams to resolve complex support cases, enhance knowledge bases, and improve customer experience.
- Analyse support trends and contribute to continuous improvement initiatives.
- Ensure adherence to service levels and customer satisfaction targets.
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Responsibilities
- Lead and manage a customer support team, ensuring standards are met.
- Resolve complex support issues in collaboration with internal teams.
- Develop and refine documentation to improve workflow and knowledge sharing.
- Monitor key performance metrics and report on team productivity and customer satisfaction.
- Upskill team members through mentoring and training initiatives.
- Identify risks, inefficiencies, and trends to drive operational improvements.
- Maintain strong communication with customers, colleagues, and cross-department teams.
Requirements
Essential:
- Strong customer support and customer satisfaction experience, with team-leading or coordination in a similar environment.
- Proficient analytical skills—able to interpret support metrics, identify trends, and propose actionable recommendations.
- Exceptional communication skills, with clarity in both written and verbal interactions with customers and stakeholders.
- Technical support expertise, particularly with software products or technology-driven solutions.
- Proven ability to coach, mentor, and develop team members in a customer-focused setting.
- Strong organisational and time-management skills to effectively prioritise multiple responsibilities.
- Relevant education or training in business, IT, security, risk, or a related discipline.
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Desirable:
- Experience in risk management, safety, health, or insurance industries would be advantageous.
- Familiarity with IT support frameworks or service management tools (e.g., ITIL).
The successful candidate will join a dynamic, results-driven team where continuous learning and collaboration are valued. Experience in risk assessment or compliance fields is a bonus.
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