Support Manager - Financial Technology - West Sussex

Job Title: Support Manager - Financial Technology - West Sussex
Contract Type: Permanent
Location: Horsham, West Sussex
Salary: £40000 - £50000 per annum + 22 days holiday, pension, shares
Start Date: asap
Reference: BBTEBM02_1580125440
Contact Name: Tanya Etheridge
Contact Email:
Job Published: January 27, 2020 11:44

Job Description

Job Title: Support Manager
Reporting To Head of Client Services
Location: Horsham, Broadlands
Hours of Work Monday to Friday 9.00am to 5.30pm with 1 hour for lunch

Overall Purpose of the Job:
Responsible for leading and motivating the support team and advising on complex technical matters. Accountable for the function and procedures of a support environment, ensuring that the support team are operating according to company expectations and service level agreements with regards to customer issues and queries, ensuring that all policies and procedures are being followed.

Key Activities & Responsibilities:
* Accountability for the performance of the Support team, ensuring procedures are compliant, efficient, detailed and up to date
* Reviewing support channels daily, weekly and monthly to ensure SLA's are being met
* Participate in daily support stand up calls between 1st Line Support and Client Services support teams
* Champion cross training between departments (CT 2nd Line Support and Benchmark Support)
* Point of escalation for any complaints.
* Resolving 1st Line queries by escalating issues to the relevant people and ensuring bug fixes are being managed within SLA.
* Managing and analysing Key Performance Indicators (KPIs) and applicable Management Information (MI) to maintain and increase overall customer satisfaction, agent effectiveness and contact centre efficiency.
* Constantly seek to improve customer relations, reviewing and challenging inefficient processes and procedures
* Lead team meetings & gain buy-in from the team, as well as external parties
* Attend regular meetings with customer relationship team to provide feedback on any ongoing issues and to understand areas of customer concern
* Active participation and contribution in management meetings
* Participate in recruitment process; reviewing CV's, attending interviews, documenting notes
* Setting goals and managing monthly documented one to ones, development plans
* Monitor call/ticket quality and provide feedback to individuals
* Report and present accurate MI and produce the operational dashboard for the team

Required Skills/Experience:
* 5 GCSE's including maths and English language
* Understanding of SQL fundamentals
* 1-2 years demonstrated customer service experience (1st Line Technical preferable)
* 6-12 months in a Senior Agent /Team Leader role (or able to demonstrate leadership capabilities)
* Accurate with excellent attention to detail
* Ability to work as part of a team and autonomously
* Excellent communication skills both written and oral
* Outstanding numeracy and literacy skills
* Confident user of Microsoft Word and Microsoft Excel
* Able to build rapport with internal and external parties quickly

Desirable Skills/Experience:
* Financial Services industry experience
* A good understanding of SQL
* An in-depth knowledge of MS Office, particularly Excel
* Experience of working with SAFe methodology preferable
* IT Support Management experience

Personal characteristics:
* Self-starter, who's willing to learn
* Confident and articulate
* Excellent telephone manner, being friendly, professional and customer focused
* Energy to embrace change and drive for continuous improvement
* Positive attitude with customer focused approach
* Excellent time management and ability to prioritise work
* Ability to motivate others
* Accountability
* Operates in a highly organised and structured manner in a challenging, fast paced environment

To be considered for this position, APPLY NOW! Due to the high level of interest in this position we can only get back to those who have successfully been shortlisted.