Team Manager - Product Support

Sage


Date: 1 hour ago
City: Newcastle upon Tyne
Contract type: Full time
Job Description To lead a team of technical support advisors to ensure they are understanding the needs of our customer, offering an accurate resolution with a commercial focus. You are accountable for your people to consistently deliver an excellent level of customer service to all customers. To act as a point of escalation for our people and our customers.

Hybrid – 3 days in our Newcastle office (global headquarters)
Key Responsibilities
  • Drives Engagement where people are motivated to do their best to help the business, customers and colleagues alike.

  • Create and maintain a culture of success by encouraging technicians to take responsibility for their own actions, whilst dealing with a customer query and encouraging them to exceed customer expectations.

  • The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.

  • Accountable to understand your skill gaps and develop against these.

  • Embed and continually sustain a culture of continuous improvement within Customer Services via the ‘PERFORM methodology’, working with colleagues across the department to deliver our KPI's and grow our business.

  • Customer relationship management, with a focus on maximum customer retention achieved through delivery of Extraordinary Customer Experience via the team.

  • Respond to customer issues and queries escalated from team members in a professional, timely and efficient manner.

  • Play an active part in your community through teamwork and collaboration to drive continuous improvement in your area.



    • Your benefits:

  • Generous bonuses and pension scheme: Up to 8% matched pension contribution plus 2% top-up by Sage.

  • 25 days of paid annual leave with the option to buy up to another 5 days

  • 8 bank holiday days

  • Paid 5 days yearly to volunteer through our Sage Foundation

  • 50% income protection

  • Holiday buy + sell

  • Comprehensive health, dental, and vision coverage

  • Ongoing training and professional development

  • Hybrid working

  • Healthy Mind app membership

  • Access to various helpful memberships for finances, health and wellbeing


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