Partner Support Manager

Onecom Ltd.; Tewkesbury2; Hybrid; GBP 19,000 - 32,000; Full time

Benefits offered by this job

Holiday allowance

Birthday day off

Pension 9%

Life assurance 4x salary

Employee awards

Tech discounts

Company events

In-house training

Mental health support

Gym discounts

Job summary

Onecom Ltd. is recruiting a Partner Support Manager to lead the Onecom Partners team and report to the Head of Partner Operations. You will drive service excellence, coach a team of Partner Support Advisors, and act as the escalation point for complex orders and complaints.

The role emphasises improving processes, maintaining CRM integrity, and supporting product launches across connectivity, WLR, mobile and IP voice lines. Hybrid role based near Brockworth.

Qualifications

• Background in a B2B environment (e.g., Service Desk, Customer Success, Account Management).
• Strong leadership and people management experience.
• Coaching, developing and motivating others.
• Commercial and customer-focused mindset.
• Excellent communication and relationship-building skills.
• Ability to manage performance and drive results.
• Strong organisation, prioritisation and problem-solving skills.
• Calm, resilient and adaptable in a fast-paced environment.
• Positive, proactive and solutions-focused attitude.

Responsibilities

• Leading and developing our Partner Support Advisors through coaching and mentoring.
• Acting as a primary escalation point for Partners and ensuring prompt resolution for complex orders, faults and complaints.
• Driving continuous improvement of operational processes to enhance efficiency and partner experience.
• Managing day-to-day activities of the support teams to exceed targets.
• Supporting the launch and adoption of new product lines with hands-on support and expert knowledge.
• Maintaining the partner relationship management system with high integrity.
• Overseeing team leaders and associated teams across WLR, Connectivity, Mobile, IP Voice & Inbound products.

Skills

Leadership

People management

Coaching

Commercial mindset

Communication skills

Relationship building

Performance management

Organisational skills

Problem solving

Adaptability

Solutions focused

Tools

3CX

Job description

Salary:Up to £32,000 per year

Contract: Permanent, Full time

Location: Hybrid /Brockworth, Gloucestershire (office based 3 days a week)

Team: Onecom Partners

Why Join Us?

Onecom is the UK's leading business technology provider, shaping the way we work, connect, communicate and operate.

You will join a multi-award-winning company, with over 800 talented people committed to delivering great customer experiences driven by the Onecom Way; Think Kaizen, Be Respectful, Build Relationships, Make it Happen, Work Smart, Be Amazing.

Onecom Partners, a division of the Onecom group, is a leading provider of Communication Technology within the telecoms channel industry. We've assembled an award-winning team of ambitious, inspiring, and innovative individuals dedicated to delivering exceptional service with integrity and expertise. Our commitment to fostering a market-leading environment allows our team members to thrive and excel.

About the role

We're looking for a Partner Support Manager to join our dynamic Onecom Partners team. Reporting to the Head of Partner Operations, you will be instrumental in delivering outstanding service to our valued base of prospective and existing Partners.

This is a key role where you’ll lead a tea, of Partner Support Advisors. You’ll drive a culture of excellence by leading, inspiring, and developing the team to exceed performance targets and maintain the highest standards of customer service and product knowledge.

What you'll be doing

• Leading and developing our Partner Support Advisors through effective coaching and mentoring.
• Acting as a primary escalation point for Partners, ensuring prompt resolution for complex orders, faults, and complaints.
• Driving the continuous improvement of our operational processes to enhance efficiency and the partner experience.
• Managing the day-to-day activities of the support teams to exceed performance targets.
• Supporting the launch and adoption of new product lines by providing hands‑on support and expert knowledge.
• Ensuring our partner relationship management system is maintained with the highest level of integrity.
• Responsibility for the team leaders and associated teams, covering the support of Onecom Partner products including but not limited too; WLR, Connectivity, Mobile, IP Voice & Inbound

What we're looking for

• A background in a B2B environment (e.g., Service Desk, Customer Success,Account Management).
• Strong leadership and people management experience
• A passion for coaching, developing and motivating others
• A commercial and customer-focused mindset
• Excellent communication and relationship-building skills
• The ability to manage performance and drive results
• Strong organisation, prioritisation and problem-solving skills
• A calm, resilient and adaptable approach in a fast‑paced environment
• A positive, proactive and solutions-focused attitude
• A commitment to high standards and an exceptional customer experience

Our dream candidate will also have

• Knowledge of the telecommunications sector
• Experience with Connectivity products
• Knowledge of 3CX

Perks for our people

• Holidays: 25 days + bank holidays and buy/sell options
• Other Leave: Birthday day off, 12 paid hours for flexible use, Volunteer day
• Lifestyle: 9% combined pension contribution and 4x salary life assurance
• Rewards: Quarterly and annual employee awards, discounts on tech
• Socials: All-expenses-paid company events
• Development: In-House Training Academy
• Wellbeing: 24/7 access to mental health support, Calm App, discounted gym membership, free breakfast & fresh fruit, eye-care vouchers, financial wellbeing support

Everyone belongs at Onecom

We believe that diverse teams bring a range of experiences and better ideas that fuel innovation. That’s why we’re committed to creating an environment where everyone feels valued, respected, and able to bring their authentic selves to work. We welcome applications from people of all backgrounds, experiences, identities, and perspectives.