Support Team Leader

The Access Group; South Canberra; Hybrid; AUD 85,000 - 110,000; Full time

Benefits offered by this job

Opportunities for career progression

Collaborative office environment

Inclusive work culture

Job summary

A leading software provider in Australia is seeking a Support Team Leader to mentor Payroll Support Consultants and ensure exceptional service levels for customers. The role requires strong communication skills and a passion for coaching. You will also contribute to product direction and maintain documentation accuracy. This position offers the opportunity to work in a vibrant team that values personal growth and inclusivity.

Qualifications

• Solid experience in service delivery.
• Ability to mentor and coach team members.
• Strong communication skills with customers and teams.

Responsibilities

• Mentor and coach Payroll Support Consultants.
• Ensure exceptional customer service levels.
• Contribute feedback on product direction.
• Maintain accurate documentation of customer interactions.

Skills

Strong communication

Mentoring and coaching

Analytical thinking

Problem-solving

Service delivery

Job description

Join to apply for the Support Team Leader role at The Access Group.

We’re looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow.

Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them.

What does Access offer you?

We offer a blended approach to office working, encouraging you to collaborate and connect in one of our thriving offices. We deliver on what we say, taking the development of our people seriously. We’ll work with you to progress your success plan and provide opportunities to accelerate your career.

About you:

You are a self‑motivated, analytical person that can think laterally and logically. You should enjoy delving deeply into problems to understand the core issue, but then be able to present the problem in simple terms to multiple stakeholders. You are a strong communicator with the ability to provide effective training to make a difference to both our customers and teams. You have a passion for coaching and growing team members.

Day‑to‑day, you will:

• Mentor and coach Payroll Support Consultants to provide customers with exceptional Help Desk support; including prioritising assigned workflow, monitoring and resolving issues and incidents, and ensuring accurate and timely documentation of all requests and outstanding issues.
• Ensure that customers experience exceptional service levels by proactively liaising with other internal departments to solve problems and provide seamless support.
• Assist with escalations and incidents, along with the Payroll Support Manager, effectively as appropriate, liaising confidently with customers to clarify details and enable accurate problem definition.
• Contribute to product direction by proactive feedback of software defects and/or enhancement requests to the Software Development teams, communicating business consequences of defects and participating in product functionality testing as required.
• Maintain appropriate systems, accounts and registers to ensure data is quality and accurate and updated in a timely and accurate manner based on calls to and responses from clients.
• Develop and maintain close working relationships with other key internal stakeholders.
• Ensure the quality of Payroll Support meets our high Customer Service standards by delivering against and exceeding team performance, SLA’s and other KPI’s.
• Take initiative and support continuous improvement of our customers experience by proactively identifying and researching potential challenges and devising solutions.
• Represent Access at customer meetings and presenting a positive professional image.

As a well‑rounded Support Team Leader, your Skills and Experiences likely include:

• A solid experience of service delivery, ensuring customer needs are identified and the expected outcomes delivered.
• You are a role model for best practice and actively promote it. You deliver value to the business, effectively, efficiently and to a high standard.
• You are flexible and pragmatic with an ability to self‑plan and respond to shifting priorities with a strong delivery focus.
• Ability to grasp new contexts, think beyond traditional solutions and challenge the status quo.
• A strong communicator, confident, clear and warm with a flexible and constructive approach to customers and to the team alike.
• You work at pace, are goal orientated and have a strong delivery focus.

What are we all about?

The Access Group is one of the largest UK‑headquartered business management software providers. It provides solutions that empower more than 160,000 small and mid‑sized organisations in commercial and non‑profit sectors across Europe, USA and APAC, giving every employee the freedom to do more of what's important. Its innovative cloud solutions and integrated AI software experience across multiple Access products transform how business technology is used. Access employs approx. 8,500 people, continuously driving product innovation and customer service excellence.

At Access, we are committed to creating a welcoming and inclusive environment where everyone can thrive. If you're excited about this role, (even if your previous experience doesn't align perfectly), you might just be the perfect fit for us! We wholeheartedly believe in equality for all and the transformative power of diversity.

Why not join our vibrant team where you can love what you do, love how you live, and most importantly, be authentically you? Let's make a difference together.

Love Work. Love Life. Be You.