Implementation & Support Team Leader

About the job Implementation & Support Team Leader

Implementation & Support Team Leader
Location: Gateshead (Office-Based)
Salary: £34,000 £ 36,000 OTE, plus perks and benefits

We are delighted to represent our client in offering an opportunity to join their team as an Implementation & Support Team Leader, based at their Gateshead office. Our client is a long-established organisation committed to transforming literacy education through innovative, evidence‑based solutions. With a history spanning over three decades, they partner with schools across the UK and Ireland to help students thrive by leveraging technology and personalised teaching tools.

As an Implementation & Support Team Leader, you will play a pivotal role in managing and developing a team of dedicated training and support advisors. You'll oversee the delivery of effective customer onboarding and ongoing support, ensuring seamless implementation of the clients solutions. The role blends people leadership with hands‑on delivery, requiring a strategic thinker who thrives in a dynamic, evolving environment where continuous improvement is encouraged.

• Competitive Compensation: A base salary of £34,000 with performance‑based bonuses bringing total earnings to £36,000.
• Generous Holiday Package: Enjoy up to 37 days of annual leave, including bank holidays, in line with school term schedules.
• Health & Wellbeing Support: Access private dental and medical insurance, plus membership to Health Shield.
• Employee Perks: Take advantage of Perkbox offering discounts, wellbeing tools, and more.
• Beautiful Work Environment: Work in a modern office space with stunning views, conveniently located near public transport and local amenities.
• Team Culture: Be part of a welcoming team that values regular events, collaboration, and professional development.

You will lead a team responsible for delivering customer onboarding and ongoing support, managing day‑to‑day operations while fostering continuous improvement. From designing bespoke training sessions to refining internal processes, your role is hands‑on and varied. You'll conduct regular 1:1s, hold team meetings, and coach your colleagues to excel. Managing workloads, reporting on performance, and collaborating across departments to drive customer retention will form part of your everyday remit.

You will also contribute to company‑wide onboarding and occasionally step in to cover for team members, ensuring continuity and quality of service.

• Degree educated or equivalent qualification.
• Minimum 5 years of experience in a support and/or training role.
• At least 5 years experience in a leadership or supervisory position.
• Highly organised, process‑driven, and confident in managing multiple priorities.
• Proficient in Microsoft Office, particularly Excel.
• A strong communicator with a collaborative, team‑oriented mindset.
• Willing and able to travel as required, including occasional overnight stays.
• Able to pass a DBS check.

• Salary: £34,000 base + performance bonus (up to £36,000 OTE)
• Location: Based in Gateshead (Office‑Based)
• Hours: Full‑time, Monday to Friday, 8‑hour shifts (no weekend work)
• Holidays: Up to 37 days (must be taken outside of school term time)
• Additional Requirements: Enhanced DBS check (provided by the employer)