Job Ref: 214704084

Date: 2021-09-20 19:34:49

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Permanent Position

Location: Milton Keynes (Flexible home working)

Due to expansion, an exciting position has arisen for an ambitious Support Team Manager to join their growing and successful team within an award-winning technology-based company.

Job Purpose

Leading a team of 8 customer service specialists the Support Team Manager will have a broad range of responsibilities which include ensuring high standards of support are delivered by all members of the team at all times in a dynamic client-facing environment. You will be supporting the team with day-to-day operational management, leading by example and ensuring all users of the technology are getting the optimum experience from the solution. As a line manager, you will ensure all members of the team are achieving their full potential within their role.

Key Responsibilities:

* Deliver an exceptional level of customer service and experience to all users to maximise customer retention and satisfaction

* Perpetually improve the efficiency of the support team without sacrificing delivery by identifying and implementing improvements to support processes and tools on an ongoing basis

* Lead the creation, implementation and delivery of a clear support services strategy to ensure the support team delivers sustainable value to the business

* Manage the support SLAs to ensure optimal response times, supported by effective metrics to track performance and manage departmental goals

* Deliver reporting to the Senior Management Team on customer and support team performance

* Strategic input into the business direction and focus

Essential skills:

* Proven experience in training, coaching and mentoring individuals/team in a customer-facing environment

* Flexible and adaptable to changing priorities, with a commitment to continuous improvement

* Strong influencing, interpersonal and relationship management skills

* Proven excellence and quality in service delivery, including meeting and exceeding service delivery levels

* MS Excel working knowledge – proficient

* Complete appraisals and manage performance development plans for all team members

Desirable Skills :

Public sector or B2B experience

Person specification :

* Able to lead by example, motivating and inspiring employees to succeed

* People orientated

* A willingness to take initiative and responsibility, acting with accountability and integrity

* Demonstrates innovation and added value towards customers’ needs

* Positive attitude to achieving company goals

* Excellent time management, planning and organisational skills along with helping others achieve the same

* A strong focus on targets and objectives

* Good presentation skills

Benefits: 25 Days annual leave (plus 8 days bank holidays), Discretionary KPI bonus, Personal Training Budget £1,000 per annum (in addition to other training opportunities provided), National Rail Card, Perkbox membership, Monthly Health & Wellbeing allowance, and Multiple social and charity events each year

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