Support Manager (Online Payments software) - Home-based

£39 - 45K + comprehensive UK Employee Benefits

Support Manager (Online Payments software) £39 – 45K + comprehensive Employee Benefits Location: Working from Home (North West ideally) Summary Our Client develops a cloud-optimised software that makes it simpler for Customers to collect and manage online payments.  They are seeking an ambitious and driven Support Manager to lead a team of Support Analysts delivering essential support to UK Customers.  This is a great opportunity to develop a newly restructured team as the business embarks on brand new large programmes of work.  They are seeking an individual with ideas, energy and drive to effectively lead the team through growth and drive customer excellence. About our Client: Our Client is the largest provider of IT Solutions to the Public Sector in the UK.  They develop and deliver a broad range of bespoke software solutions that they develop and deliver into Local Government, Central Government and the NHS.  About the role: Lead the Support Team in managing the support services for the online payment solution Act as Customer advocate, identifying and owning continual improvement and driving customer service excellence Act as a point of escalation for all Customer issues Manage all support activities in line with customer SLA’s in conjunction with group wide initiatives, strategies and contractual commitments. Ensure appropriate processes and reporting are in place and adhered to within the team with regards to security incidents and escalations Refine and utilise customer and internal reporting to drive performance Develop ways of working to ensure trends and recurring incidents are actioned and communicated with customers Develop customer relationships to enhance the support service. Manage the workload of the Customer Support Team to manage all calls within agreed SLAs About You Essential Skills: You will need to be an energetic and driven Team Leader with the ability to work to the highest levels of quality within a very busy service desk environment 3+ years’ experience of delivering effective management of software / application support services in an SLA driven environment, (ideally financial systems / software) ITIL - Foundation and Service Operation experience Strong communication skills, written, verbal and via presentation Excellent customer relationship building and negotiation skills Demonstrable skills in issue resolution and problem solving Competent with the whole suite of Microsoft Office programmes, specifically Excel Basic SQL preferred  

Job Type : Permanent

Job Role : Support Team Leadership

Job Unique ID: JOBID-112

Location Area : North West

Location : Home-Based

Closing Date : Fri, 01 Jul 2022 23:59:59 GMT

Posted By : Chris Jones

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