Team Manager - Product Support

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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