Support Operations Team Lead

OneAdvanced; Birmingham; On-site; GBP 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a customer-focused Support Operations Team Lead to enhance service excellence. In this pivotal role, you will manage service desk operations, drive a culture of continual improvement, and ensure customer satisfaction through effective team leadership. Your strong people management and analytical skills will be crucial as you collaborate with internal teams and clients to identify opportunities for service enhancement. Join a dynamic environment that values diversity and empowers its employees to achieve their ambitions while making a significant impact in critical sectors across the UK.

Qualifications

• Excellent people management skills to drive and maintain a positive culture.
• Ability to analyze data and design proactive solutions for performance enhancement.

Responsibilities

• Manage service desk and client site operations across customer contracts.
• Develop strong relationships with customers and internal teams for service excellence.

Skills

People Management

Data Analysis

Customer Service Skills

Communication Skills

Leadership Skills

Job description

Role Introduction

We are looking for a customer obsessed Support Operations Team Lead to drive this culture in our teams and to ensure our customers receive excellent service through the management of a service desk and client site based operations across one or more customer contracts.

The successful candidate will maintain a focus on Continual Service Improvement by ensuring development of people within their team in both skillset and attributes that encompass the Advanced core values along with identifying opportunities for service improvement and efficiencies.

What You Will Do

• Have a clear understanding of the contracts that you are supporting and understanding of the business areas responsible for delivering them
• Reporting and trend Analysis
• Contribute to customer service reviews
• Develop a strong working relationship with the customer and internal Advanced teams (including being a point of escalation)
• Collaborate with other teams to ensure service excellence is delivered.
• Remain customer obsessed throughout all your work to ensure the highest levels of customer satisfaction.
• A proactive approach to self and team development

What You Will Have

• Excellent people management skills with the ability to drive and maintain a positive culture.
• Ability to analyse data and design proactive and driven solutions which will enhance performance / efficiency and the customer experience
• Work to tight deadline and proactively manage multiple work streams
• Strong Customer and Communication Skills at all levels
• Demonstrate strong leadership skills to mentor and develop your teams
• Dedicated to the Advanced core values

Who We Are

OneAdvanced is one of the UK's largest providers of business software and services serving 20,000+ global customers with an annual turnover of £330M+. We manage 1.5 million 111 calls per month, support over 2 million Further Education learners across the UK, handle over 10 million wills, and so much more. Our mission is to power the world of work and, as you can see, our software underpins some of the UK's most critical sectors.

We invest in our brilliant people. They are at the heart of our success as we strive to be a diverse, inclusive and engaging place to work that not only powers the world of work but empowers the growth, ambitions and talent of our people.