Senior Support Manager

Senior Support Manager

Location: Waterlooville
Role Type: Full-Time, Permanent

This role is responsible for leading and managing the Customer Support teams for Swan and The EPOS Bureau to deliver a world-class support service to the customers, and ensuring a strong, fit for purpose and effective customer support capability. Accountable for overseeing all levels of support teams and ensuring customer satisfaction is meet at all times.  

What You’ll Be Doing:

• Manage and support the Customer Support Managers to support their teams  
• Manage KPIs and ensure that SLAs are met across all the support function.  
• Coach and mentor the Customer Support Managers, providing them with the tools they require to carry out their daily roles  
• Carry out performance management and regular one to ones for the Customer Support Managers, identifying areas of growth and development  
• Identify and highlight risks to the P&L owner in a timely, constructive manner  
• Create long and short team goals that align and contribute to the strategic goals of the organisation   
• Take ownership of customer issues and ensure a resolution is reached in a timely manner   
• Develop service procedures, policies and standards ensuring these are clearly documented   
• Provide timely and accurate information to the P&L owner based on analysis of Customer Support teams   
• Manage HR functions with support of the CC HR BP and team for the Customer Support teams including interviewing, onboarding and offboarding   
• Actively participate in regular meetings, providing accurate and pertinent information   
• Manage change and encourage collaborative working within the Customer Support teams   
• Work collaboratively with other departments to ensure excellent levels of customer satisfaction  
• Assist the P&L owner with ad-hoc tasks as required  
• Develop and present business plans and cases to meet team requirements that align with the company’s strategic goals 

What We’re Looking For:

• 5+ years’ experience in related roles, ideally in a payments organisation, IT Support Desk, acquirer or equivalent Fintech business  
• Effective people management and coaching ability with strong customer and stakeholder management skills 
• Strong motivator with ability to develop and support high performing teams as well as nurture and support individuals career growth 
• Ability to understand complex systems, identifying and resolving customer and internal issues in a constructive, comprehensive and timely manner 
• Engaging with both internal, and external stakeholders 
• Demonstrable ability to understand end-to-end flow processes 
• Strong analytical, decision-making, and financial evaluation skills 
• Highly proficient with MS Office software, especially Excel. Knowledge of Power BI 
• Able to manage a varied workload in a fast-paced environment whilst demonstrating excellent attention to detail 
• First class face-to-face and written communication skills 
• Pro-active, self-starter, able to work autonomously with track record of initiative  
• A flexible and positive attitude with proven ability to balance business, customer, team and individual needs  

Perks & Benefits: 

• Life Assurance and Group Income Protection
• Private medical cover with cash plan
• Enhanced Company Pension
• Hybrid-working model with 25 days annual leave + your birthday off
• Employee wellbeing perks – including Peppy Health, Perkbox, etc...
• Enhanced maternity, paternity and adoption pay
• Generous training budgets and reimbursement for professional memberships

Apply Now – Send your CV and let’s create something amazing together.

ClearCourse is an equal opportunity employer. We celebrate diversity and are committed to fostering an inclusive workplace.