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Support Team Leader
- Location: Loughborough
- Job Type:Permanent
Posted over 3 years ago
- Sector: Software Support
- Expiry Date: 17 February 2021
- Job Ref: J2820
We are currently recruiting for a Support Team Leader within the HSC division. This role will be based in Loughborough.
About you:
You are a self-motivated leader with experience managing a successful customer Support team and you are looking to join our Support leadership team and make a difference to both our customers and teams.
You are innovative and challenge the current methods by suggesting and driving alternatives to improve service and support our customer brand.
Day-to-day, you will:
• Manage and lead a team, motivating them and driving their performance
• Ensure the quality of support meets our high Customer Service standards by delivering against and exceeding team performance, SLA’s and other KPI’s
• Take initiative and support continuous improvement of our customers experience by proactively identifying and researching potential challenges and devising solutions
• Encourage a learning environment to develop and retain our talent by coaching the team and ensuring they feel motivated through praise and recognition.
• Ensure the teams and individual training needs are met and they have the tools and processes required to deliver a high-quality service.
• Foster a customer focussed environment with clear responsibilities and expectations for the team.
• Act as an escalation point for customer complaints.
• Represent Access at customer meetings and presenting a positive professional image.
As a well-rounded Support Team Leader, your Skills and Experiences likely include:
• A solid experience of service delivery, ensuring your team understands the customer needs and delivers the expected outcomes.
• You are a role model for best practice and actively promote it. You deliver value to the business, effectively, efficiently and to a high standard.
• You are flexible and pragmatic with, an ability to self-plan and respond to shifting priorities with a strong delivery focus.
• Ability to grasp new contexts, think beyond traditional solutions and challenge the status quo.
• A strong communicator, confident, clear and warm with a flexible and constructive approach to customers and to the team alike.
• You work at pace, are goal orientated and have a strong delivery focus.