Customer Support Manager - Tier1 (3870)

GBG Plc; Chester; On-site; GBP 35,000 - 55,000; Full time

Job summary

GBG Plc is seeking a Customer Support Manager for the Tier 1 team. You'll oversee customer support operations, ensuring high-quality service delivery and team performance. The ideal candidate will have experience in leading customer-facing teams within a technology environment, with project management skills and a customer-first approach. This role offers an opportunity to significantly impact customer satisfaction and drive team success within a forward-thinking company.

Responsibilities

• Support delivery of the global customer support strategy.
• Recruit, mentor and manage team members.
• Monitor, measure, and manage the team's progress while promoting a positive environment.
• Demonstrate customer 'obsession' by engaging with customers for feedback.
• Apply best practice processes for Incidents, Problems, and Requests.
• Manage internal and external stakeholder relations and provide updates on support operations.
• Handle escalated customer issues and collaborate with other departments to resolve them.

Skills

Experience leading a customer facing team within a technology/software company

Experience using proprietary software applications

Technical capability - IT/computing qualification or experience

Ability to support and nurture team members remotely

Customer first approach

Project management skills

Ability to report and analyse performance data

Working collaboratively with senior managers

Attention to detail

Job description

About GBG

Enabling safe and rewarding digital lives for genuine people, everywhere

We make it our mission to ensure more genuine people have digital access to opportunities, and businesses have access to more genuine people. Our technology draws on diverse and reliable data to create a single point of truth for identity and address verification.

With over 30 years of experience behind us our team and technology are focused on enabling safe and rewarding digital lives for everyone. Regardless of age, location or background, genuine people everywhere should be able to digitally prove who they are and where they live.

About The Team And Role

Customer Support

The Customer Support Team is responsible for helping GBG's customers use our products. The Team takes pride in supporting GBG's Vision through the provision of excellent customer service.

Customer Support Manager - Tier1

The role reports to the Head of Customer Support EMEA, you will be responsible for the performance of the Tier 1 Customer Support team, ensuring customers receive the highest level of support. Tier 1 is the initial port of call for all incoming customer queries across our product portfolio. Tier 1 is responsible for resolving faster-turnaround queries and escalating other tickets as appropriate to Tier 2 specialists.

What You Will Do

• Support delivery of the global customer support strategy
• Recruit, mentor and manage team members.
• Monitor, measure, and manage the team's progress. Promoting a positive environment, knowledge transfer and self-management/development.
• Demonstrate customer ‘obsession' by speaking directly to customers (email, phone, or face-to-face) in response to issue escalations and for general feedback gathering.
• Consistently apply best practice processes for Incidents, Problems, and Requests and take responsibility for ensuring KPIs and SLAs are achieved.
• Managing internal and external stakeholder relations and providing regular updates of support operations.
• Dealing with escalated customer issues arising from operations and collaborating with other departments to resolve.
  
  

Skills We're Looking For

• Experience leading a customer facing team within a technology/software company
• Experience using proprietary software applications
• Evidence of technical capability - an IT/computing qualification or experience during employment would be an advantage
• Able to support and nurture team members remotely as well as locally
• Demonstrated customer first approach
• Project management skills and proven track record of delivery
• Ability to report and analyse performance data to design and deliver improvements to service
• Confidence in working collaboratively with senior managers and operational teams
• Attention to detail and willingness to be hands on where necessary
  
  

Additionally, As Tier1 are responsible for providing on-call support to customers, the flexibility for team members to call/message outside of standard office hours if they need advice

To find out more

As an equal opportunity employer, we are dedicated to creating a diverse and inclusive workplace where everyone feels valued and empowered. Please inform your GBG Talent Attraction Partner if you require any reasonable adjustments to the interview process.

To chat to the Talent Attraction team and find out more about our benefits and why we're a great place to work, drop an email to [e-mail] and we'll be in touch. You can also find out more about careers at GBG and check out our current opportunities at gbgplc.com/careers.

Unleash your potential and be part of our mission to power safe and rewarding digital lives.