Customer Delivery Team Leader

Job not on LinkedIn

🔥 0 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟠 Senior

👻 Ghost score 12%

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Jonas Event Technology

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 1993

💼 Consulting

📣 Marketing

📦 Logistics

Consulting • Marketing • Logistics

Jonas Event Technology is a company that specializes in providing a range of services for event management, including technology solutions for conferences, meetings, and corporate events. They focus on creating immersive and engaging experiences for attendees through innovative event technologies and services that enhance the overall event experience.

📋 Description

• Lead and develop the Customer Delivery Team, including Customer Support Managers, the Digital Systems Team, and the Business Administrator • Manage the shared queue of support tickets and confirmed-event task-list deliverables for organiser and exhibitor customers • Own escalation of complex or high-risk issues • Identify, trial, and embed AI tools and agents, including ELSA, into support-ticket and Forms/DST workflows • Review and optimise work allocation between team members and AI/agents • Oversee forms triage and the wider Forms/DST deliverables pipeline • Collaborate with Customer Success Managers and Account Directors to align operational support with commercial and retention relationships • Own performance reporting covering response time, ticket volume, task completion, and backlog • Manage ticket and task backlog and flag capacity risks • Report billability, utilisation, and backlog levels to the Managing Director • Line-manage the Business Administrator and plan coverage for peak periods and absences • Attend project kickoffs, internal handovers, and relevant team meetings • Contribute to continuous improvement of ticket/task allocation processes

🎯 Requirements

• Experience leading a customer support, service delivery, or operations team, ideally within a queue/ticket-based environment • Demonstrated interest in, or experience applying AI and automation tools to operational workflows • Strong organisational skills and ability to prioritise across concurrent tickets, tasks, and team capacity • Experience with support/ticketing tools or equivalent systems • Experience line-managing a small, multi-disciplinary team is an advantage • Comfortable operating with a good degree of autonomy and reporting directly to the Managing Director • Numerate; understanding of P&L and revenue recognition is an advantage • Customer-focused with commitment to service excellence • Strong leadership, communication, analytical, organisational, planning, prioritisation, adaptability, resilience, and continuous-improvement capabilities

🏖️ Benefits

• Regular worker type • Full-time employment • 37.5 scheduled weekly hours