Technical Customer Support Manager in Leeds

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.