Support Team Leader

The Access Group Lihat semua pekerjaan

  • Kuala Lumpur
  • Tetap
  • Sepenuh masa
  • 8 hari lepas
We’re looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow.Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them.What does Access offer you?We offer a blended approach to office working, encouraging you to collaborate and connect in one of our thriving offices. We deliver on what we say, taking the development of our people seriously. We’ll work with you to progress your success plan and provide opportunities to accelerate your career.On top of a competitive salary, our wellbeing days taking you to 25 days leave a year and a health contribution, you’ll also be able to choose from a range of benefits to suit you. We’re an organisation that likes to give back, so you’ll also have three charity days allocated to support a cause that matters to you.About you:You are a self-motivated leader with experience managing a successful customer Support team and you are looking to join our Support leadership team and make a difference to both our customers and teams.You are innovative and challenge the current methods by suggesting and driving alternatives to improve service and support our customer brand.Day-to-day, you will:
  • Manage and lead a team, motivating them and driving their performance
  • Ensure the quality of support meets our high Customer Service standards by delivering against and exceeding team performance, SLA’s and other KPI’s
  • Take initiative and support continuous improvement of our customers experience by proactively identifying and researching potential challenges and devising solutions
  • Encourage a learning environment to develop and retain our talent by coaching the team and ensuring they feel motivated through praise and recognition.
  • Ensure the teams and individual training needs are met and they have the tools and processes required to deliver a high-quality service.
  • Foster a customer focussed environment with clear responsibilities and expectations for the team.
  • Act as an escalation point for customer complaints.
  • Represent Access at customer meetings and presenting a positive professional image.
Your skills and experiences might also include:
  • A solid experience of service delivery, ensuring your team understands the customer needs and delivers the expected outcomes.
  • You are a role model for best practice and actively promote it. You deliver value to the business, effectively, efficiently and to a high standard.
  • You are flexible and pragmatic with, an ability to self-plan and respond to shifting priorities with a strong delivery focus.
  • Ability to grasp new contexts, think beyond traditional solutions and challenge the status quo.
  • A strong communicator, confident, clear and warm with a flexible and constructive approach to customers and to the team alike.
  • You work at pace, are goal orientated and have a strong delivery focus.
What are we all about?The Access Group is one of the largest UK-headquartered business management software providers. It provides solutions that empower more than 160,000 small and mid-sized organisations in commercial and non-profit sectors across Europe, USA and APAC, giving every employee the freedom to do more of what's important. Its innovative cloud solutions and integrated AI software experience across multiple Access products transform how business technology is used.With over 9,300 talented individuals driving innovation and customer excellence, we’re shaping the future of work. And we want you to be part of it. At Access, people are at the heart of everything we do. We’re committed to creating an inclusive, high-performing culture where everyone feels valued, respected, and empowered to thrive. If you’re excited about this role - even if your experience doesn’t tick every box - you might be exactly who we’re looking for.We believe in equality for all and the transformative power of diversity. So why not join our vibrant team, where you can love what you do, love how you live, and most importantly, be authentically you?Let’s make a difference together.Love Work. Love Life. Be You.

The Access Group