We’re looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow.   Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them. What does Access offer you?  We offer a flexible, hybrid working environment where you can balance work and life while maintaining a strong office team-based culture. We deliver on what we say, taking the development of our people seriously. We’ll work with you to progress your success plan and provide opportunities to accelerate your career.  On top of a competitive salary, our wellbeing days taking you to 25 days leave a year and a health contribution, you’ll also be able to choose from a range of benefits to suit you. We’re an organisation that likes to give back, so you’ll also have three charity days allocated to support a cause that matters to you.   About You: You will work closely with the Head of Projects Office, other Team Leaders, and PO staff to improve the effectiveness and performance of the PO Team. By focusing on timely responses for your division, management of timely contact with our internal and external customers, including sales, consultants. Onboarding, CS Leaders, and support Team. You will help the PO Team maintain the highest level of customer service, bringing the Company Vision to all our customers. You will operationally manage the staff with within your Divisional Team with the assistance of the Head of Projects Office. This will include responding to questions and queries to help them resolve customer issues; you will help develop their technical and customer service skills by coaching them, so that they continually learn from new experiences. You will conduct and feed back to their monthly one to one’s with all quarterly and annual reviews. You will identify individuals who require additional help, or who are excelling in their role; keeping them motivated and providing assistance will be key to success. Additionally, you will take part in developing a collaborative culture within the Team and company thorough positive communication, sharing of knowledge and information. Day-to-day, you will:   Develop and retain a team of high performing, highly motivated Project co-ordinators  Ensure that all new team members go through structured induction  Coach and support your Teams to deliver results and the best possible service  Work with your team members to maintain and review their employee success and personal development plans on a periodic basis.  Support your team to develop their career using our career framework.  Manage a portfolio of scheduling projects as necessary.  Oversee the delivery of services by your team and ensure SLAs are met.  Build and maintain relationships with key customers, both internally and externally  Act as a point of escalation for any issues for your team  Ensure our customers internally and externally receive the best possible service and act as an Ambassador to Access  Ensure our systems and databases are used and kept up to date  Look for new and better ways of servicing our customers  Think digitally first in everything we do.  Encourage innovation across team.  Build and manage productive relationships with key stakeholder groups including our sales teams and Customer Success teams.  Assist with implementing the company delivery processes and ensure that all Implementation Consultants/Onboarding Consultants and Project Managers adopt them  Where required use experience and expertise to assist divisions with potential FlightPath /Delivery improvements Your skills and experiences might also include:    Experience of managing and motivating a high performing team ideally in IT or Tech industry  Passion for customer success and improving customer experience.  Experience of escalation management and problem solving  A solid experience of service delivery, ensuring your team understands the customer needs and delivers the expected outcomes.  Ability to manage multiple priorities and perform under pressure  A role model for best practice and be able to actively promote it.  Flexible and pragmatic approach with an ability to self-plan and respond to shifting priorities.  Ability to grasp new contexts, think beyond traditional solutions and challenge the status quo.  Ability to understand complex solutions, problem solve and interpret to find solution.  A strong communicator, confident, clear, and warm with a flexible and constructive approach to customers and to the team alike.  Be goal orientated and have a strong delivery focus.  Assist with implementing the company delivery processes and ensure that they are adopted by all Implementation Consultants/Onboarding Consultants and Project Managers  To work in accordance with the companies’ policies and procedures  Any ad-hoc duties  Knowledge of CRM systems and Resource Management systems and processes  Experience of project methodology and practice within IT industry  Knowledge of Access and its products What are we all about?  The Access Group is one of the largest UK-headquartered providers of business management software to small and mid-sized organisations in the UK, Ireland, USA and Asia Pacific. It helps more than 100,000 customers across commercial and non-profit sectors become more productive and efficient. Our products and solutions go beyond providing technology, we connect the right people with the right data, at the right time, through Access Workspace. At Access, we are committed to creating a welcoming and inclusive environment where everyone can thrive. If you're excited about this role, (even if your previous experience doesn't align perfectly), you might just be the perfect fit for us! We wholeheartedly believe in equality for all and the transformative power of diversity.   Why not join our vibrant team where you can love what you do, love how you live, and most importantly, be authentically you? Let's make a difference together.  Love Work. Love Life. Be You.