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Support Team Manager job in Birmingham

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Job Ref:  204177268
Employer:  cv-library.co.uk
Job Type:  Permanent
Country:  United Kingdom
City:  Birmingham
15/10/2016 03:59
We're Advanced

Join a business that embraces innovation, gives you the scope to seize every opportunity and will help get you where you want to go. Life at Advanced begins in an unprecedented environment with a role that matters, taking you on a fast paced journey of discovery, however big that might be.

We're one of the UK's largest and fastest growing software companies. True partnership is the defining thing that makes us different from the competition. We pride ourselves on delivering focused software solutions for public sector, enterprise commercial and health & care organisations that simplify complex business challenges and deliver immediate value.

The Team and Role

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

The Role

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.

The 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

Join the A Team

Does this sound like the kind of role you are looking for?
If you are keen to join an organisation that is going through an exciting growth period at the moment then please apply via the link above.

Some of our Key Benefits are:

Excellent benefits from day one: contributory pension, life insurance, income protection insurance, childcare voucher salary sacrifice, cycle to work scheme, and employee assistance programme
25 days holidays
Special focus on training and development with the opportunity to excel your career from our internal Talent Development Team
Be part of an organisation that has recently been ranked by Deloitte in the Top 50 fastest growing tech Companies
Fantastic location in the Mailbox within walking distance from Birmingham New Street Station
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