Customer Support Manager

Job Description

Our purpose focuses on how we contribute to society, and how our business decisions can contribute to greater trust and solving important problems. In order to achieve our purpose and deliver a first-class service to our clients, we need first-class supportinternally. The people who power us - our internal teams - have a vital role to make sure we have all the right resources, services and technology to be the best we can be. Not all of us work directly with external clients. Customer Support Manager, Integrated Services (London) Service : Tech Lounge Specialism : Customer Experience and Technology What does a Customer Support Manager do Customer Support Managers are responsible for managing dynamic and proactive Tech Support teams in a fast paced environment. They own the end-to-end onsite Tech Support service and are responsible for delivering an effective program of initiatives focused aroundthe provision of insightful advice, guidance, training and self-help knowledge to our people. Working closely with other technology teams, their role is key in the End User Experience journey. The successful candidate will be responsible for the onsite Tech Support service in our London Embankment Place and More London offices and will require the individual to split their time between both locations. The role will also require periodic travel toother PwC UK office locations. Responsibilities include:

• Managing the delivery of customer-facing technical support within the London offices. This includes the provision of break-fix support for laptops, mobiles including OS and application support, overseeing the delivery of Frontier, meeting room and AV supportand driving initiatives to promote digital upskilling.
• Working with our service partners to deliver a first-class joined-up service to the business.
• Acting as an escalation point for support teams and our customers and see through resolution end-to-end.
• Leading on our Executive support
• Identifying emerging issues and trends and coordinating with relevant teams to proactively triage before a widespread impact is experienced.
• Championing a program of innovative solutions collaborating with other Customer Support Managers, Service Managers and Product Managers, focusing on providing a customer centric service to all PwC employees ensuring the user experience is prioritised.
• Resourcing, coaching and developing the team, including the preparation and coordination of specific training opportunities and upskilling.
• Proactively identify opportunities to reduce transactional interactions by introducing initiatives to drive self-help, self-heal and automation.
• Creating an environment where customer satisfaction is primary.

• Working closely across our Tech Lounge and Tech Support teams to understand the customer need for interaction and look to create new ways to meet that need.
• Establishing a strong, open working relationship between Tech Lounge and Tech Support working as one team delivering a first class customer experience.
• Partnering with other IT and technology teams to build an active timetable of events and content to showcase new and existing technology, both online and onsite to our people
• Ensuring upskilling sessions delivered to our people are consistently to a high standard, utilising onsite and online resources to meet this need.
• Establishing strong relationships with customers and stakeholders at all levels.
• Effectively communicating and sharing technical information to audiences at all levels of the organisation.
• Driving a culture of change and innovation.
• Adhering to all business policies and standards around security and compliance. This includes ticket management and laptop/mobile device asset management.

Requirements:

• Experience of delivering excellent customer support experiences.
• Excellent communication skills with the ability to build and maintain strong relationships.
• Experience in managing, coaching and motivating teams.
• Ability to work from the London offices and to travel to and work from other PwC office locations.
• Effective problem management skills.
• Ability to build and produce relevant reports that convey meaning and progress.
• Demonstrate logical thinking and analysis of information with business vision and strategy.
• A good level of technical skills related to the delivery of Tech Support with the ability to recognise automation and optimisation opportunities.