At a Glance
- Tasks: Lead a dynamic team of Tech Support Agents to deliver top-notch customer support.
- Company: Join MICHELIN Connected Fleet, a leader in sustainable mobility and innovative technology.
- Benefits: Enjoy a competitive salary, bonuses, private medical insurance, and a pension plan.
- Other info: Flexible working hours and a culture that values diversity and personal growth.
- Why this job: Make a real impact in a fast-growing tech environment while promoting sustainability.
- Qualifications: 3-5 years in leadership roles within technical support or customer service.
The predicted salary is between 45000 - 50000 £ per year.
Location: Aberford, Leeds, LS25
Hybrid: 3 days in the office
Salary: £45,000 - £50,000 + Bonus + PMI + Pension
As MICHELIN Connected Fleet, a division of the Michelin Group, we specialise in connected fleet management services and solutions. We are a market leader with over 30 years expertise in a high-growth, competitive mobility technology industry. Today we serve 70,000 customers and over 600,000 vehicles globally, growing more than 10% per year.
Our AI technology and ML algorithms ensure all fleet data delivers tangible benefits to our customers. Our insights transform operational efficiency, reducing costs, ensuring the safety of drivers and goods while reducing environmental impact.
At MICHELIN Connected Fleet, agility is not a word - it’s a lifestyle. We gather entrepreneurial minds who are not afraid to fail fast and learn quickly. We believe in an inclusive working environment, building teams with a variety of backgrounds, skills, views and opinions.
The Tech Support Team Manager within MICHELIN Connected Fleet leads a team of Tech Support Agents, ensuring the day-to-day delivery of high-quality, technically excellent support to our customers. This role owns team performance, coaching and development, workload management, and the quality of every resolution.
WHAT WILL I BE DOING:
- Leadership & Team Management: Lead, coach and motivate a team of Tech Support Agents, running regular 1:1s, team meetings and performance reviews.
- Resource & rota planning: Manage shift patterns, workload distribution and coverage to ensure SLAs are met across all customer channels.
- Onboarding & development: Identify training needs and work with the Process & Quality team to onboard new agents and upskill the existing team.
- Technical Oversight: Act as the first point of escalation for complex or sensitive technical issues, providing hands-on support and guidance to agents.
- Operational Excellence: Monitor team performance against SLAs and KPIs, taking corrective action where targets are at risk.
- Continuous Improvement: Identify recurring issues and feed insights into process, product and knowledge base improvements.
- Stakeholder Collaboration: Partner closely to translate department strategy into team objectives and daily execution.
TO BE SUCCESSFUL YOU WILL LIKELY HAVE:
- 3-5 years' leadership experience in a technical support or customer service environment.
- Strong technical understanding of fleet management/telematics solutions.
- A track record of coaching individuals to improve performance and technical capability.
- Strong customer orientation with an ability to manage escalations and difficult situations calmly and effectively.
- Experience monitoring and reporting against SLAs and KPIs.
- Strong relationship skills to relate with stakeholders.
- Able to communicate written and verbally with internal and external customers.
- Able to take initiative to keep own skills up to date.
- High level of awareness, both self and business.
- Strong influencing skills.
- Highly results orientated, with the ability to understand customer needs.
Work-life balance is important to us at Michelin Connected Fleet, so we offer our teams as much flexibility as possible in line with the needs of their role.
Technical Support Team Manager in Bradford employer: MICHELIN Connected Fleet
At MICHELIN Connected Fleet, we pride ourselves on being an exceptional employer that champions innovation and sustainability in the heart of London. Our inclusive work culture fosters diverse perspectives and encourages personal growth through comprehensive development programmes, including Diversity, Mentoring, and Sustainability initiatives. With a strong commitment to work-life balance and flexible working arrangements, we empower our employees to thrive both professionally and personally while contributing to a meaningful mission of protecting our planet.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Team Manager in Bradford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at MICHELIN Connected Fleet. 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 MICHELIN Connected Fleet 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 Technical Support Team Manager in Bradford
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 MICHELIN Connected Fleet:Your cover letter is your chance to shine! Tell us why you want to work at MICHELIN Connected Fleet 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 MICHELIN Connected Fleet!
How to prepare for a job interview at MICHELIN Connected Fleet
✨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.
