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 blended approach to office working, encouraging you to collaborate and connect in one of our thriving offices. 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: In this Support Team Leader role, you’ll be leading a customer-focused support team based in ANZ to deliver exceptional service at scale. Your focus will be on effective team management, process improvement, and proactive problem-solving to ensure high service quality and customer satisfaction. By driving performance excellence and fostering collaboration, you will have a significant impact on improving customer loyalty, streamlining internal processes, and enhancing the overall customer experience, contributing directly to organizational success. Day-to-day, you will be focused on:  •Mentoring and coaching your team of Payroll Support Analysts to provide customers with exceptional Technical Support; this includes prioritising assigned workflow, monitoring and resolving issues and incidents, and ensuring accurate and timely documentation of all requests and outstanding issues. •Ensuring that customers experience exceptional service levels by proactively liaising with other internal departments to solve problems and provide seamless support – to do this successfully, you’ll develop and maintain close working relationships with other key internal stakeholders. •Prioritising escalations and incidents, along with the Support Manager, effectively as appropriate, liaising confidently with customers to clarify details and enable accurate problem definition – thus ensuring that the quality of Payroll Support meets our high Customer Service standards by delivering against and exceeding team performance, SLA’s and other KPI’s. •Maintaining appropriate systems, accounts and registers to ensure data is quality and accurate and updated in a timely and accurate manner, concerning all calls to and responses from clients. •Taking the initiative and supporting continuous improvement of our customers’ experience by proactively identifying and researching potential challenges and devising solutions. Your skills and experiences might also include:  •A solid experience of service delivery, ensuring customer needs are identified and the expected outcomes delivered. •Being a role model and actively promoting best practice. You deliver value to the business, effectively, efficiently and to a high standard. •Flexibility and pragmatism, with an ability to self-plan and respond to shifting priorities with a strong delivery focus. You’ll demonstrate an ability to grasp new contexts and think beyond traditional solutions – you’ll be comfortable challenging the status quo. •Demonstrating strong communication skills, confident, clear and warm with a flexible and constructive approach to customers and to the team alike, comfortable to work at pace, with a strong, goal-oriented focus. •Knowledge of Australian/New Zealand payroll is highly preferred. 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.