Support Team Manager

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Birmingham, West Midlands
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Job Type: Full-time

Overview

Team & Role Description A great opportunity to join and further strengthen, a fast paced and dynamic support department that is passionate about delivering excellent customer service and resolving customer issues. We are looking for a self-motivated, enthusiastic leader with a ‘can do’ attitude to help take our department to the next level. You must be adaptable and able to deal with regular change. You will be responsible for a team of Support Consultants, of mixed abilities, and for making key department decisions. We are an award winning Software Company that his heavily focused on quality of service and personal development, with fantastic opportunities for the right individual Role Responsibilities > Incident management within the Support department, providing excellent service and support to customers. > Effectively set and monitor the team’s ongoing performance via KPIs & SLAs, providing constructive feedback with specific examples. > Organisation, and potential delivery, of application, and installation training. > Interface with Finance, Account Managers, Problem Management, QA, Dev, Implementations and hosted support teams. > Conduct regular quality checks on team members through monitoring/observation. > Act as reference and senior escalation point for the daily support of customers and the Support team members. > Management and organisation of staff induction plans. > Identify training/coaching needs. Implement and support individual development plans to benefit the individual and the business. > Suggest and drive improvements to procedures & process. > Month end and daily reporting. > Escalated complaint handling - Managing customer expectations by listening carefully to their needs and balancing requirements with ability to deliver. > Organisation and potential delivery of team meetings. > Customer event representative. > Dashboard maintenance and strategic planning. > Assistance in implementing Sale Force, refining support processes and ensuring team members are fully conversant with the support system. > Demonstrates willingness to make, support and be held accountable for difficult decisions. > Identify trends and escalate to Management for trend analysis. > Ensuring work quality and timeliness by proactively resolving problems, encouraging open communication and teamwork from others. > Escalate problems in line with processes. > Any other duties as required. Role Requirements > A highly organised, hard-working, proactive team player, with a natural aptitude for leadership. > Ability to provide constructive feedback to aid in personal development, through 1-1’s and mentoring. > Friendly, personable and approachable > Ability to prioritise and multi-task. > Customer-facing experience > Ability to work on own initiative. > An excellent communicator > Experience in dealing with customer complaints > Excellent understanding of commercial awareness > Experience of a customer support role or equivalent > Experience using Microsoft Office (including Word, Excel and Outlook) > Excellent written and verbal communication, ability to present effectively > Technical awareness > Background in structured support environment (e.g. ITIL) desirable > Line management or team leading experience > Training experience > Understanding of project management

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