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
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those at GBG. A friendly message on LinkedIn can go a long way. Don’t be shy; ask for insights about the company culture or the role!
✨Tip Number 2
Prepare for the interview by practising common questions related to customer support and team management. We recommend using the STAR method to structure your answers. It’s all about showcasing your experience and how you’ve handled challenges.
✨Tip Number 3
Show your passion for customer service! During interviews, share specific examples of how you've gone above and beyond for customers. This will demonstrate your 'customer obsession' and fit with GBG's values.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can keep you fresh in their minds. Plus, it shows your enthusiasm for the role. And remember, apply through our website for the best chance!
We think you need these skills to ace Customer Technical Support Manager in Chester
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Technical Support Manager role. Highlight your experience in leading customer-facing teams and any relevant technical skills that align with what GBG is looking for.
Show Your Customer Obsession:In your application, emphasise your commitment to excellent customer service. Share examples of how you've gone above and beyond to support customers, as this aligns perfectly with GBG's vision of customer obsession.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language to describe your achievements and experiences, making it easy for the hiring team to see why you’re a great fit for the role.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of being noticed. It’s the easiest way for us to track your application and ensure it gets into the right hands!
How to prepare for a job interview at GBG Plc
✨Know Your Stuff
Make sure you understand GBG's products and services inside out. Familiarise yourself with their customer support strategy and how the Tier 1 team operates. This will help you demonstrate your technical capability and show that you're genuinely interested in the role.
✨Showcase Your Leadership Skills
As a Customer Technical Support Manager, you'll be leading a team. Prepare examples of how you've successfully managed and mentored team members in the past. Highlight your experience in promoting a positive environment and fostering knowledge transfer within your team.
✨Emphasise Customer Obsession
GBG values a customer-first approach, so be ready to discuss how you've handled escalated customer issues before. Share specific instances where you went above and beyond to ensure customer satisfaction, as this aligns perfectly with their mission.
✨Prepare for Performance Metrics
Understand the importance of KPIs and SLAs in a customer support role. Be prepared to discuss how you've monitored and improved team performance in previous positions. Showing that you can analyse data and implement improvements will set you apart from other candidates.
