Support Team Leader

Support Team Leader We’re looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow. Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them. What does Access offer you? We offer a flexible, hybrid working environment where you can balance work and life while maintaining a strong office team-based culture. We deliver on what we say, taking the development of our people seriously. We’ll work with you to progress your success plan and provide opportunities to accelerate your career. On top of a competitive salary, our standard 25 days holiday (which goes up the longer you’re with us), and a matched pension scheme, you’ll also be able to choose from a range of benefits to suit you. We’re an organisation that likes to give back, so you’ll also have one charity day allocated to support a cause that matters to you. About you: As the Support Team Leader, you will play a key role in leading a dedicated sub-team of Support Engineers, delivering 1st and 2nd line support to Access customers. You’ll work closely with the Support Manager and Head of Support to ensure your team meets and exceeds agreed service levels across the entire Divisional customer base. This is an exciting opportunity for you to make a significant impact, guiding your team to success while ensuring the highest standards of service and support for our customers. Day to day you will: - Lead and Collaborate: Work closely with the Support Manager and Head of Support to ensure your team meets targets, prioritizes workloads, and provides a full range of contracted services. - Manage Escalations and Incidents: Oversee customer escalations and support incidents, ensuring timely resolution while maintaining high service standards. - Mentor and Develop Your Team: Provide functional leadership, act as an escalation point, and support team development through 1-2-1s, performance reviews, and coaching. - Enhance Quality and Training: Drive a culture of quality and continuous improvement by collaborating with the Quality team and organizing training initiatives for your team members. - Drive Engagement and Performance: Monitor team metrics, manage absences and holidays, assist with recruitment, and ensure compliance with support processes to achieve eNPS targets. Your Skills & Experience might include; - Leadership Excellence: Proven ability to lead teams through change, maintaining high engagement while driving execution and results. - Technical Support Expertise: Experience in leading technical support teams in customer-facing roles, ensuring exceptional service delivery. - Data-Driven: Strong analytical skills with experience using business intelligence tools to inform decisions and improve team performance. - Tech-Savvy: Familiar with case management, knowledge base systems, and telephony technologies (e.g., Salesforce, Natterbox). - Collaborative Approach: Skilled in working within complex, multi-product, and multi-division environments to achieve business goals. - Customer-Centric: Passionate about delivering outstanding customer experiences and maintaining a focus on customer satisfaction. - Adaptable & Problem-Solving: Creative and enthusiastic about overcoming challenges, with a pragmatic approach to operational management and high-quality delivery. What are we all about? The Access Group is one of the largest UK-headquartered providers of business management software to small and mid-sized organisations in the UK, Ireland, USA and Asia Pacific. It helps more than 100,000 customers across commercial and non-profit sectors become more productive and efficient. Our products and solutions go beyond providing technology, we connect the right people with the right data, at the right time, through Access Workspace. At Access, we are committed to creating a welcoming and inclusive environment where everyone can thrive. If you're excited about this role, (even if your previous experience doesn't align perfectly), you might just be the perfect fit for us! We wholeheartedly believe in equality for all and the transformative power of diversity. Why not join our vibrant team where you can love what you do, love how you live, and most importantly, be authentically you? Let's make a difference together. Love Work. Love Life. Be You.