At a Glance
- Tasks: Lead a team to deliver top-notch technical support and enhance customer satisfaction.
- Company: Join a global leader in risk and asset management solutions.
- Benefits: Enjoy competitive salary, career growth, and a supportive work culture.
- Other info: Dynamic environment with opportunities for continuous improvement and collaboration.
- Why this job: Make a real impact by empowering your team and improving customer experiences.
- Qualifications: 3-4 years in technical support leadership with strong communication skills.
The predicted salary is between 56059 - 68517 £ per year.
Who We Are
We are a global leader in risk and asset management data and software solutions, empowering companies across the automotive and insurance ecosystem with trusted solutions that adhere to the highest standards of data privacy, security, and integrity to support connectivity across the vehicle and property value chain. Our solutions bring together customers, insurers, and suppliers, empowering smarter decision-making through service, software, enriched data, proprietary algorithms, and insights that ensure customers' vehicles and property are optimally maintained and expertly repaired. The company is active in over 90 countries across six continents, processing more than 300 million digital transactions annually for over 235,000 customers and partners.
The Role
As the Team Manager for our Technical Customer Support team, you will play a vital role in delivering exceptional customer support experiences that reflect our commitment to service excellence. Leading a team of up to 15 Technical Support Representatives, you will empower them to troubleshoot technical issues and effectively communicate with customers. Your leadership will promote a collaborative environment that encourages open communication and continuous improvement, enabling team members to succeed. Collaboration with cross-functional teams will be essential to driving the success of the company and aligning our efforts. By providing coaching and mentorship, you will support both individual and team performance, ensuring that we meet service standards and enhance customer satisfaction.
What You’ll Do
- Key Responsibilities:
- Team Leadership: Motivate your team by setting clear objectives and expectations, providing feedback, and conducting performance reviews. Foster a positive team culture that encourages collaboration and knowledge-sharing. Organize regular team meetings to discuss performance metrics and address challenges.
- Coaching and Development: Identify skill gaps within the team and provide targeted training and mentorship to enhance performance.
- Customer Support Excellence: Oversee daily operations of the support team, ensuring customer inquiries are handled promptly and effectively. Establish high standards for customer interactions and assist team members with complex support cases.
- Collaboration and Communication: Serve as a liaison between the support team and other departments to facilitate problem resolution and product enhancement. Share customer feedback with relevant teams to help drive product improvements.
- Performance Management: Monitor team performance against key metrics and implement strategies for improvement. Prepare regular reports on team performance for senior management, highlighting successes and areas for growth.
- Process Improvement: Review support processes to increase efficiency and align with company goals. Propose solutions to streamline operations and enhance productivity.
What You’ll Bring
- Leadership Skills: 3-4 years of proven experience in a Technical Support leadership or supervisory role, demonstrating the ability to motivate a team and deliver against SLAs and KPIs. Strong interpersonal skills to foster a positive team culture.
- Customer-Centric Focus: Understanding of customer service principles and a commitment to delivering empathetic support. Experience in handling customer inquiries and supporting team members.
- Collaborative Mindset: Ability to communicate and collaborate with cross-functional teams effectively. Advocate for customer feedback to drive improvements.
- Analytical Skills: Familiarity with performance metrics and a track record of monitoring team performance. Ability to analyse data to implement strategies for continuous improvement.
- Communication Skills: Strong verbal and written communication skills to convey information clearly. Confidence in preparing performance reports for management.
- Technical Proficiency: Familiarity with customer support tools and CRM systems to assist the team effectively.
- Adaptability and Problem-Solving Skills: Flexible mindset capable of adapting to changing priorities in a fast-paced environment. Strong problem-solving abilities to address team challenges.
- Language Skills: Good command of English (both spoken and written) to communicate effectively with diverse customers and stakeholders. Any additional language is a plus.
It is impossible to list every requirement for, or responsibility of, any position. Similarly, we cannot identify all the skills a position may require since job responsibilities and the Company’s needs may change over time. Therefore, the above job description is not comprehensive or exhaustive. The Company reserves the right to adjust, add to or eliminate any aspect of the above description. The Company also retains the right to require all employees to undertake additional or different job responsibilities when necessary to meet business needs.
Technical Customer Support Manager in Leeds employer: Solera Corporation
At Solera, we pride ourselves on being an excellent employer by fostering a collaborative and innovative work culture that empowers our Data Engineers to thrive. Located in a dynamic environment, we offer competitive benefits, continuous learning opportunities, and a commitment to employee growth, ensuring that you can make a meaningful impact while advancing your career in data solutions.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Customer Support Manager in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Solera Corporation. 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 Solera Corporation 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 Customer Support Manager in Leeds
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 Solera Corporation:Your cover letter is your chance to shine! Tell us why you want to work at Solera Corporation 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 Solera Corporation!
How to prepare for a job interview at Solera Corporation
✨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.
