Job Description
To lead a team of technical support advisors to ensure they are understanding the needs of our customer, offering an accurate resolution with a commercial focus. You are accountable for your people to consistently deliver an excellent level of customer service to all customers. To act as a point of escalation for our people and our customers.
Hybrid – 3 days in our Newcastle office (global headquarters)
Key Responsibilities
- Drives Engagement where people are motivated to do their best to help the business, customers and colleagues alike.
- Create and maintain a culture of success by encouraging technicians to take responsibility for their own actions, whilst dealing with a customer query and encouraging them to exceed customer expectations.
- The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
- Accountable to understand your skill gaps and develop against these.
- Embed and continually sustain a culture of continuous improvement within Customer Services via the ‘PERFORM methodology’, working with colleagues across the department to deliver our KPI's and grow our business.
- Customer relationship management, with a focus on maximum customer retention achieved through delivery of Extraordinary Customer Experience via the team.
- Respond to customer issues and queries escalated from team members in a professional, timely and efficient manner.
- Play an active part in your community through teamwork and collaboration to drive continuous improvement in your area.
Your benefits
- Generous bonuses and pension scheme: Up to 8% matched pension contribution plus 2% top-up by Sage.
- 25 days of paid annual leave with the option to buy up to another 5 days
- 8 bank holiday days
- Paid 5 days yearly to volunteer through our Sage Foundation
- 50% income protection
- Holiday buy + sell
- Comprehensive health, dental, and vision coverage
- Ongoing training and professional development
- Hybrid working
- Healthy Mind app membership
- Access to various helpful memberships for finances, health and wellbeing
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Team Manager - Product Support in Newcastle upon Tyne employer: Sage
Sage is an exceptional employer located in Newcastle, offering a dynamic work culture that fosters collaboration and innovation. As a Digital Content Designer, you'll benefit from a hybrid working model, allowing for flexibility while engaging with talented teams across Product, UX, and Engineering. With a strong focus on employee growth and development, Sage provides ample opportunities to enhance your skills and make a meaningful impact on customer experiences through cutting-edge technology.
