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 office. 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’ll lead a team of smart, driven support consultants—coaching, developing, and enabling them to do their best work every day. • You’ll solve real problems fast—keeping customers at the heart of everything, and ensuring issues get handled with care and urgency. • You’ll bring clarity to chaos—balancing shifting priorities while maintaining high standards across performance, quality, and service. • You’ll be a voice for the customer—working cross-functionally to champion improvements and highlight where we can be better. • You’ll lead with purpose—building a culture of accountability, resilience, and continuous improvement. Day-to-day, you will: • Coaching and developing your team to provide top-tier technical support that’s timely, accurate and empathetic • Owning team performance metrics (SLAs, KPIs, customer satisfaction) and driving improvement through data and feedback • Managing escalations with confidence and clarity—knowing when to step in and how to de-escalate while keeping the customer informed • Acting as the key liaison between support, product, and development teams to ensure smooth communication and rapid issue resolution • Identifying trends and recurring issues to drive product or process changes • Keeping your finger on the pulse—balancing the day-to-day while thinking strategically about how to make the team better, faster, and smarter • Representing Access in customer meetings, bringing credibility, empathy, and a solutions-first approach Your skills and experiences might also include: • A natural leader—your team trusts you, looks up to you, and grows with your guidance • A quick thinker and problem solver—you’re calm under pressure and thrive in complex, fast-moving situations • A customer-first mindset—you never lose sight of the end-user and what great service really looks like • A great communicator—clear, warm, and confident with customers, colleagues, and leadership alike • A data-driven decision maker—you know what’s working, what’s not, and how to turn insights into action • You bring energy, resilience, and adaptability, with a strong sense of accountability and pride in delivery 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.