Senior Telephone Support Person

Senior Telephone Support Person

Salary: £38,000-£40,000 per year

Hours: 8:30am-5:00pm (Mon-Thurs), 8:30am-4:00pm (Fri)

Job Type: Full-time, Permanent

Location: Basingstoke (with occasional UK travel for customer training/visits)

About the role

We're looking for a Senior Telephone Support Person to provide high-quality telephone and email technical support across a broad mechanical product range. You'll support key account customers and priority installers, helping with product selection, spare parts identification, installation/programming guidance, and fault diagnosis. You'll also act as a day-to-day team lead for first-line support colleagues and assist the Manager with supervision, standards, and knowledge sharing.

Benefits

• Competitive salary £38,000-£40,000
• Early finish on Fridays (4:00pm)
• 33 days holiday inclusive of bank holidays
• Pension contribution from Day 1
• Opportunity to join Medi Cash scheme from Day 1
• Free onsite parking
• Opportunity to develop expertise and take ownership as a senior technical support lead

Key responsibilities

• Answer technical help-line calls, providing clear and accurate advice to customers and installers
• Support and supervise 1st line support people, prioritising workload and quality of responses
• Prioritise support for account holders and approved installers over non-account holders/end users
• Manage assigned email enquiries and call-backs efficiently and to agreed service levels
• Maintain and develop strong product knowledge through ongoing training and personal development
• Support internal sales teams with technical specification and equipment selection
• Attend key customer visits as required and support bespoke customer projects with technical input
• Contribute to new product appraisal and feedback
• Create training materials (PowerPoint presentations, videos, webinars, demo rigs)
• Deliver product training to internal teams and external customers (office-based and on customer sites UK-wide)

What we're looking for

• Proven experience delivering telephone-based technical support in a technical or mechanical environment
• Strong fault-finding mindset and ability to explain technical concepts clearly to different audiences
• Confidence supporting customers, installers, and internal stakeholders under time pressure
• Experience coaching, guiding or supervising others
• Comfortable creating and delivering training content
• Willingness to travel occasionally across the UK for training/customer support visits

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