{"id":2885458,"url":"https://alion.io/job/scc-customer-support-team-leader","title":"Customer Support Team Leader","company":{"id":1791915,"name":"SCC","domain":"scc.com","url":"https://alion.io/company/scc-com","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Eploy","truth_index":null},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":40000,"max_usd":87000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":339},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-16T00:40:37Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-23T07:09:19Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"About The Role\nWe are actively building diverse teams and welcome applications from everyone.\nRole: Customer Support Team Leader\nLocation: Tyseley (SCC operate hybrid working, which comprises of a mix of office and home working)\nContract Type: Permanent\nSalary Package: £37960 plus large company benefits, a broad flexible benefits scheme, and 2 paid-for volunteering days a year\nHours: 9.00 am - 5.30 pm Monday - Friday\nInterview Process: 2-stage process\nWhy SCC?\nAn inclusive workplace\nExcellent package: solid basic and company benefits\nHybrid working & core hours in line with role requirements\nCareer development and life-long learning opportunities\nOpportunity to join Europe's largest privately-owned IT Company\nRole purpose:\nTo 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.\nAs 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.\nKey responsibilities:\n\n1. Team leadership and performance\nProvide day-to-day leadership for the Customer Support team, setting priorities and allocating work according to customer need, risk, capacity and capability.\nHold regular one-to-ones, team check-ins and performance conversations; agree clear objectives and follow through on actions.\nCoach colleagues through live work, provide timely feedback and build capability through cross-training, knowledge sharing and development plans.\nCreate an inclusive, accountable team culture aligned to SCC values and a customer-first mindset.\n2. Player / manager delivery\nRetain hands-on responsibility for an agreed portfolio of customer onboarding, complex cases or priority accounts.\nStep into operational delivery during demand peaks, absence or critical customer situations while protecting sufficient time for leadership responsibilities.\nModel the expected standard of customer communication, documentation, ownership and cross-functional collaboration.\n3. Customer onboarding and service readiness\nOversee the end-to-end onboarding of new customers/customer contracts within the team remit, ensuring ownership, milestones, dependencies and completion criteria are clear.\nEnsure customer requirements, portals, frameworks, security needs and operational contacts are captured consistently.\nConfirm that customer information packs, account set-up activities and internal hand-offs are complete, accurate and accessible.\n4. Workflow, capacity and service control\nMaintain a clear view of incoming demand, work in progress, ageing items, bottlenecks and team capacity.\nAllocate and rebalance workloads, prioritising customer impact, commercial risk and due dates.\nEstablish practical controls for case ownership, status updates, escalation and closure so that activity is visible and auditable.\nProvide concise updates to the Director, Revenue Operations, including performance, risks, dependencies and required decisions.\n5. Quality, compliance and risk\nComplete proportionate quality checks across customer communications, quotations, onboarding records and handover documentation, where relevant.\nEnsure work is completed in line with agreed processes, customer contractual requirements, information security controls and relevant security clearance requirements.\nIdentify recurring errors, control gaps and customer risks; implement corrective actions and escalate material issues promptly.\nEnsure sensitive or key customer information is handled appropriately and only shared with authorised stakeholders.\n6. Escalation and stakeholder management\nAct as the first leadership escalation point for account queries ensuring clear ownership and timely resolution.\nBuild effective relationships with Sales, Customers, Finance/Credit, Commercial teams, vendor teams and delivery functions.\nEscalate issues that present significant customer, financial, contractual or reputational risk.\n7. Process improvement, tools and transition\nPromote consistent use of SCC tools, where applicable\nDocument standard operating procedures, customer-specific requirements and lessons learned so that work can be replicated reliably.\nUse data and team feedback to simplify processes and improve customer experience.\n8. Commercial and operational support - “Secure” Accounts\nEnsure the team completes pre-sales enquiries, quotations and, where relevant, customer reporting in a timely and efficient manner.\nOversee deal registrations, special bids and use of vendor portals to support competitive pricing.\nCoordinate credit account and credit limit activity, resource requests, debt queries and dispute resolution with the relevant owners.\nEnsure customers with export requirements are supported through the correct process and specialist teams.\n\nSkills and experience:\n\nExperience in customer support, sales support, customer onboarding or a comparable operational environment\nExperience coordinating the work of others, providing coaching, giving constructive feedback and holding colleagues accountable, acting as a senior point of escalation\nDemonstrable experience managing competing priorities, customer expectations and cross-functional dependencies\nUnderstanding of process documentation, quality assurance and operational risk\nConfidence using CRM and other relevant SCC toolsets to manage activity and provide visibility\nAbility to obtain the Government and/or Police security clearances required for the role and relevant customer contract\nPrevious formal line management or team leadership experience\nClear, credible and adaptable written and verbal communication\nCustomer-first approach, balanced with commercial awareness and process discipline\nStrong planning, organisation, attention to detail and follow-through\nCalm, structured approach to escalation, problem solving and decision making\nComfort working as both a team leader and an active contributor\n\nAbout Us\nSCC is Europe's largest privately-owned IT business, based out of the new £7m HQ office in Birmingham and we help clients succeed through IT transformation and exceptional customer experiences. We are a business where innovation is greater as we combine unique ideas, people and disciplines. We are a global company that is passionate about IT and where we look to simplify the complex.\nWe are an equal opportunities employer\nSCC is committed to providing equal opportunities and a proactive and inclusive approach to equality and diversity in employment. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.\nIf you are selected for interview, and need any reasonable adjustments made for your interview, please let the SCC Talent Acquisition team know, at the point of scheduling.\nDiversity & Inclusion at SCC - https://www.scc.com/diversity-and-inclusion/\nSustainability at SCC - https://www.scc.com/sustainability-at-scc/\nLife at SCC- https://www.linkedin.com/company/scc/life\nSkills\nGeneral Companies - SCC, Industry - Commercial, Services - Transformation, Services - Collaboration","description_format":"text","description_chars":7713,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Managed IT Services (MSP)","Systems Integrators","IT Resellers & VARs","IT Asset Disposition & Refurbishing"],"lifecycle":[{"event":"open","at":"2026-10-20T00:14:28Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.902,"p_room":1,"age_days":7,"expected_fill_days":31,"reasons":["conf:3","velocity","win:early"],"computed_at":"2026-10-23T05:54:15Z"},"pay":null,"html_url":"https://alion.io/job/scc-customer-support-team-leader","json_url":"https://alion.io/job/scc-customer-support-team-leader.json","meta":{"generated_at":"2026-10-23T11:33:03Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":17497,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-24T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1791915},"rest":"https://alion.io/mcp/rest/get_company?id=1791915"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fscc-customer-support-team-leader"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fscc-customer-support-team-leader"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fscc-customer-support-team-leader"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/scc-customer-support-team-leader\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fscc-customer-support-team-leader"}]}