Director: Technical Support Services – Access Paysuite

Join the Access Family and see how we make software ideas become a reality!

Our core value of ‘Love Work, Love Life, Be You’ has been central to our success and so we’re looking for people to join us who share our passion for making things better every day and help us continue to grow.

We are the number one UK headquartered software provider in the UK and are forecasted to grow to a global population of over 12,000 employees by 2026.

 What are we all about?

At Access, we love software and how technology never stays the same. It's this obsession that drives us to work closely across sectors to understand the business needs of our customers - from the Hospitality sector, to Manufacturing industry, to Not for Profit’s to Construction, and many more.

We're passionate about helping our customers stay one step ahead of the challenges facing their industry and business, currently helping over 60,000 customers to have the freedom to do more.

About you:

The Director, Technical Support Services, is ultimately responsible for providing world-class, enterprise level Technical Support services within our Access Paysuite Division.

You’ll be working on the latest payment technology supporting  our customers who use are Direct Debit, Card Payments and Open Banking solutions, in a fast-changing, exciting sector.

At Access we love software and how technology never stays the same. It's this obsession that drives us to work closely across sectors to understand the business needs of our customers - from professional services to manufacturing to not for profits and more.

This is a senior, high profile, transformational role and as such, you will be responsible for building a high performing team and ensuring that you have the resources and competence that will enable you to successfully lead/direct the transformation of a traditional Software Support operation into a world-class, enterprise level Technical Support Centre of Excellence. At Access, our goal is to delight customers and our Technical Support teams are the forefront of customer experience and customer satisfaction. Our Technical Support teams as are focused on providing accurate resolutions and timely updates in every customer interaction. 

As Director, Technical Support Services, you will provide direction and lead the support teams across this division. Monitor performance, analyse trends, forecast future performance, highlight and mitigate potential risks, and report progress including the daily service delivery KPI performance of the Technical Support team. 

• Ultimately your performance will be judged by how you work with your team to drive improvements in customer satisfaction, SLA performance, and service efficiencies.
• A seasoned/experienced (10+ years) Technical Support leader providing world-class support to a diverse and quickly expanding customer base within a complex matrix organisation You have a working knowledge of the digital payments space with a background in FinTech, ideally as a support leader from a merchant acquirer, Payment gateway.
• Able to demonstrate experience of managing customers in regulated environment.
• Leading and delivering Technical Support services, leveraging best in class digital engagement models ensuring we exceed customer expectations and enabling successful adoption of their software investment.
• Deep people management experience, providing outstanding leadership and subject matter expertise to the largest support team in the Access business, garnering commitment from staff to achieve ambitious performance targets. Mentoring and coaching employees through performance appraisals and all 1:1 engagement.
• An organisational thought leader, with deep subject matter expertise and experience of leading team members through times of change/transformation ensuring successful outcomes for all stakeholders and experience of building new teams from the ground-up, hiring the right people at the right time to drive successful customer and team outcomes.
•  Forges solid relationships with peers and senior stakeholders cross functionally and builds consensus across multiple organisational levels.

 Day-to-day, you will:

• Direct/lead your team (local/remote/off-shore) to deliver strong Technical Support KPI performance including team utilisation/productivity, on time delivery and customer satisfaction
• Lead and motivate a team of Technical Support professionals working in consultation with   colleagues, peers, subject matter experts to deliver on all agreed strategies and action plans
• Assist in developing an annual strategy/functional business plan reflecting world-class, best in breed Technical Support practices to meet customer and company needs.
• Ensure consistent, targeted service and performance standards are achieved or exceeded for self and team.
• Execute tactical plans and initiatives that exceed customer expectations via phone, chat and web resulting in increased customer satisfaction, reduced customer churn and cost to serve.
• Execute additional projects such as M&A integrations, hiring to plan/succession planning, training/coaching practices, cross-functional course correction plans and change initiatives.
• Establish and manage effective communication channels within and among functional teams/departments—being the liaison to provide Voice of Customer feedback to the Divisional Management Team.
• Take ownership of customer escalations and leverage appropriate escalation management protocols including root cause analyses, to effectively navigate through priority and business-critical customer-impacting issues. You will communicate with customers with clarity, confidence, and transparency and bring escalations to effective resolution ensuring to close the loop and retain customer feedback for future operational improvements.
• Forecast and plan for the impact of new product introductions, product or user experience changes and changes in Support processes.
• Provide monthly and quarterly business updates to Senior Leadership.
• Evaluate current processes, technology, and organizational skills and drive improvements that will enhance customer and employee experience.
•  Lead by example to cultivate and maintain a culture built on teamwork, collaboration, and customer focus. Ensure that our Access Values and Legal division vision, mission, and purpose are at the forefront of all that you do.
• Customer-first mindset and a positive “make it happen” attitude are critical success factors for this role.

 Your skills and experiences might also include:

• Large/enterprise Customer Service/Support team Leadership with exceptional levels of employee engagement
• Organisational leadership ensuring appropriate resourcing and SLA achievement
• Experience leading Transformational change programmes and Process Management inc. extensive stakeholder engagement
• Exceptional verbal and written communication skills
• Strategic & Tactical Planning, driving an environment of continuous improvement through creative vision development and strong team/senior stakeholder buy-in
• Data orientated and extensive experience of successful deployment/achievement of Gold Standard Technical Support KPIs.  Has the ability to obtain and present deep insight from multiple sources
• Team building; Recruitment and on-boarding/Training/upskilling/coaching/mentoring
• Experience creating Customer Support Centres of Excellence in UK and off-shore (inc. 24/7 follow the sun model)
• Experience managing enterprise support in a large and complex environment with web-based and on-prem software.
• Escalation & Crisis Management best practices
• Conceptual thinker but able to switch between strategy and operational outcomes

• Customer-centric and focused on big picture outcomes
• Execution focused and target oriented
• Highly commercial and pragmatic
• Ability to manage ambiguity, chart your own course, work autonomously and multi-task in a changing environment.
• Ability to meet ambitious deadlines and deliver high-quality work on schedule
• A ‘hands on’, pragmatic approach focused on delivery against agreed targets/action plans
•  Strong interpersonal skills, empathy and determination to strive for excellence
• Analytical and process-oriented mind-set
• Demonstrates a desire for continuous learning and improvement
• Enthusiastic and creative in problem solving
• Performance of Divisional Support team including:
  • Volume in/productivity
  • Case Backlog
  • Deflection / Knowledge Base Article attach rates
  • SLA performance
  • Quality
  • CSAT
  • Time to resolution
• Team Engagement score (measured via ‘Our Views’)
• Team resourcing (attrition/recruitment/pipeline management)

What does Access offer you?

We are a growing software company, and we deliver on what we say we do! We take the development of our people very seriously and we will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference.

On top of a competitive salary, our standard 25 days holiday (which goes up the longer you’re with us), and a matched pension scheme you’ll also be able to choose from a range of benefits to suit you. We pride ourselves on being an organisation that gives back so you’ll also have a charity day you can take to support something that matters to you.  

At Access we’re all about helping everyone Love Work and Love Life. Why? Because we believe people can only be their best when they can be themselves. So, if you are excited about this role, but your past experience doesn’t match perfectly, we’d still love to hear from you. You might just be whom we are looking for.

We love the fact that we’re all different. We believe by having more diverse perspectives at work improves how we run our business, helps us to better support our customers, and when you think about it, it’s just more fun!

What’s holding you back? Come and be part of our Amazing Access Family!

Love Work. Love Life. Be You.