Customer Support Manager

Winner Recruitment
Gloucestershire, UK
20 Jun 2019
27 Jun 2019
Contract Type
Full Time
Winner Recruitment are currently recruiting for a Customer Support Manager to work with a huge software provider based in Gloucestershire with regular travel to their Warwickshire office. They are technological leaders in the UK market and are entering an exciting phase of growth within the UK and Internationally.

You will be primarily responsible for managing a team of 6 and ensuring that the highest standards of customer service is delivered to their customers. You will gain exposure to a number of disciplines including: Application support and operational advice, software installation and configuration, databases and reporting and delivering Software as a Service (SAAS). This is an excellent opportunity offering great prospects to lead a key business area during an exciting period of growth for the company.

The duties of the Customer Support Manager will be:
  • Lead the Customer Support Team on a day-to-day basis ensuring that customer requirements are met in accordance with their Service Level Policy
  • Obtain knowledge on new development work prior to release/instillation and inform the support team
  • Coordinate all system updates - some of which to be done out of hours
  • Managing project 'Support Handovers' from implementation
  • To be the main point of contact for ISO audit reviews and internal processes ensuring they are followed in line with ITIL framework and ISO 9001 certification
  • Support the Marketing team with support newsletters and relevant content for Support Centre.
  • To be a main point of contact to the Development Team and assist with testing, documentation and feedback as required
  • Acting as the first escalation point and handling 2nd/3rd line type issues
  • Ensure a high level of customer focus (internally and externally) with attention to customer priority issues and ensure that there are appropriate levels of customer communications
  • Monitor customer support tickets and ensure that issues are escalated to the correct business areas where appropriate.
  • Provide Monthly Management Team reports for team and department performance analysis
  • Liaise with the wider business to ensure our customers gain maximum benefit from our service
  • Be responsible for the recruitment, development and training of new and existing customer support staff in our software solutions
  • Assist with the creation of reports for both customer and internal use, primarily using Crystal Reports, SQL queries & Power BI
  • Provide technical backup and application knowledge to all business areas where required
  • Ensure that internal systems are kept up-to-date

The ideal Customer Support Manager will have:
  • Previous experience of managing a Support Desk or in a customer service environment, ideally under a recognised framework (ITIL, SDI etc.)
  • A qualification, or equivalent experience, in an IT related discipline
  • Has broad technical skills and an understanding of: Microsoft desktop, server and mobile operating systems, networking and infrastructure, databases and reporting\querying, mobile working
  • Good organisational and management skills
  • Excellent communication skills - face-to-face, telephone, written, email. Able to build excellent and long-lasting relationships with customers and colleagues
  • Creative and innovative problem solver
  • Flexible and enthusiastic, willing to go 'above and beyond' to ensure that business and customer objectives are met

The ideal candidate will have experience of using Mayrise software, Highways, Street Lighting, Street Works and Waste & Grounds. You will also be ITIL Certified.

Salary for this role is up to £45,000

Benefits include 25 days holiday plus bank holidays, 5% pension, permanent health insurance and life cover.

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