Support Team Lead

Job Description

Support Team Leader**The role could be based in either Loughborough or Litchfield**Join the Access Family and see how we make software ideas become a reality!Our core value of Love work, Love life has been central to our success and so were looking for people to join us who share our passion for making things better every day, to help us become a UK top 10 Software company driven through adoption ofthe Access Workspace platform.Are you ready for the challengeWhat are we all aboutAt Access we love software and how technology never stays the same. Its this obsession that drives us to work closely across sectors to understand the business needs of our customers - from professional services to manufacturing to not for profits and more. Were passionate about helping our customers stay one step ahead of the challenges facing their industry and business. Thats why over 1 million users and over 10,000 organisations rely on Access software to help their organisation thrive. About you:You are a self-motivated leader with experience managing a successful customer Support team and you are looking to join our Support leadership team and make a difference to both our customers and teams. You are innovative and challenge the current methods by suggesting and driving alternatives to improve service and support our customer brand.Day-to-day, you will:Manage and lead a team, motivating them and driving their performance Ensure the quality of support meets our high Customer Service standards by delivering against and exceeding team performance, SLAs and other KPIsTake initiative and support continuous improvement of our customers experience by proactively identifying and researching potential challenges and devising solutionsEncourage a learning environment to develop and retain our talent by coaching the team and ensuring they feel motivated through praise and recognition.Ensure the teams and individual training needs are met and they have the tools and processes required to deliver a high-quality service.Foster a customer focussed environment with clear responsibilities and expectations for the team.Act as an escalation point for customer complaints.Represent Access at customer meetings and presenting a positive professional image.As a well-rounded Support Team Leader, your Skills and Experiences likely include: A solid experience of service delivery, ensuring your team understands the customer needs and delivers the expected outcomes. You are a role model for best practice and actively promote it. You deliver value to the business, effectively, efficiently and to a high standard.You are flexible and pragmatic with, an ability to self-plan and respond to shifting priorities with a strong delivery focus.Ability to grasp new contexts, think beyond traditional solutions and challenge the status quo.A strong communicator, confident, clear and warm with a flexible and constructive approach to customers and to the team alike.You work at pace, are goal orientated and have a strong delivery focus.What does Access offer youWe are a growing software company and we deliver on what we say we do! We take the development of our people very seriously! We will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference.In addition to our standard benefits of 25 days holiday, a match contributory pension and healthcare you will get: A Competitive SalaryGiving Back/Charity daysQuarterly Socials6 weeks Sabbaticals (after 6 years of service)The Access Group Big Break: our all-expenses paid holiday to SpainBecome part of our amazing Access family!