At a Glance
- Tasks: Lead a dynamic customer support team and ensure top-notch service for our clients.
- Company: Join GBG Plc, a leader in digital identity verification.
- Benefits: Full-time role with competitive salary and inclusive workplace culture.
- Other info: Flexible working hours and opportunities for professional growth.
- Why this job: Make a real impact by helping customers navigate our innovative tech solutions.
- Qualifications: Experience in customer support and team leadership within tech environments.
The predicted salary is between 28800 - 43200 £ per year.
Join to apply for the Customer Technical Support Manager role at GBG Plc.
About GBG: Enabling safe and rewarding digital lives for genuine people, everywhere. We make it our mission to ensure more genuine people have digital access to opportunities, and businesses have access to more genuine people. Our technology draws on diverse and reliable data to create a single point of truth for identity and address verification.
About the team and role: The Customer Support Team is responsible for helping GBG’s customers use our products. The Team takes pride in supporting GBG’s Vision through the provision of excellent customer service. The role reports to the Head of Customer Support EMEA, and you will be responsible for the performance of the Tier 1 Customer Support team, ensuring customers receive the highest level of support.
What you will do:
- Support delivery of the global customer support strategy.
- Recruit, mentor and manage team members.
- Monitor, measure, and manage the team’s progress, promoting a positive environment, knowledge transfer and self-management/development.
- Demonstrate customer ‘obsession’ by speaking directly to customers (email, phone, or face-to-face) in response to issue escalations and for general feedback gathering.
- Consistently apply best practice processes for Incidents, Problems, and Requests and take responsibility for ensuring KPIs and SLAs are achieved.
- Manage internal and external stakeholder relations and provide regular updates of support operations.
- Deal with escalated customer issues arising from operations and collaborate with other departments to resolve.
Skills we’re looking for:
- Experience leading a customer facing team within a technology/software company.
- Experience using proprietary software applications.
- Evidence of technical capability – an IT/computing qualification or experience during employment would be an advantage.
- Able to support and nurture team members remotely as well as locally.
- Demonstrated customer first approach.
- Project management skills and proven track record of delivery.
- Ability to report and analyse performance data to design and deliver improvements to service.
- Confidence in working collaboratively with senior managers and operational teams.
- Attention to detail and willingness to be hands on where necessary.
Additionally, as Tier 1 are responsible for providing on-call support to customers, the flexibility for team members to call/message outside of standard office hours if they need advice.
As an equal opportunity employer, we are dedicated to creating a diverse and inclusive workplace where everyone feels valued and empowered.
Customer Technical Support Manager in Chester employer: GBG Plc
GBG Plc is an exceptional employer located in the vibrant City of Westminster, offering a dynamic work culture that fosters collaboration and innovation. Employees benefit from comprehensive growth opportunities, including training and mentorship programmes, while enjoying a supportive environment that values strong client relationships and proactive engagement. With a focus on employee well-being and a commitment to professional development, GBG Plc stands out as a rewarding place for those looking to advance their careers in customer success.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Technical Support Manager in Chester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at GBG Plc. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like GBG Plc before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Technical Support Manager in Chester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to GBG Plc:Your cover letter is your chance to shine! Tell us why you want to work at GBG Plc specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at GBG Plc!
How to prepare for a job interview at GBG Plc
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
