Support Team Leader

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 flexible, hybrid working environment where you can balance work and life while maintaining a strong office team-based culture. 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.

You will start with 25 days annual leave that increases with your seniority in the company, a private healthcare and life insurance. We pride ourselves on being an organisation that gives back so you’ll also have one charity day allocated to support a cause that matters to you. There are plenty of other perks. Apply to find out more.

About you:

The Support Team Leader is responsible for a sub team (within the larger Support Team) of Support Engineers offering 1st and 2nd line support to Access customers while assisting the Head of Support to meet agreed service levels across the Divisional customer base.

Day-to-day you will:

1. Support Team Management & Leadership: Assist the Head of Support in managing the team's workload, setting and tracking individual/team targets, mentoring team members, and overseeing performance reviews and personal development.
2. Incident & Escalation Handling: Manage customer escalations and support incidents, acting as a technical and functional leader for the team, while ensuring all contracted services are delivered effectively.
3. Collaboration & Cross-Functional Liaison: Work closely with other teams such as Product, Development, Account Management, and Operations to ensure smooth communication and alignment of support efforts.
4. Process Adherence & Team Development: Ensure support processes, procedures, and playbooks are followed, conduct quality assessments, support recruitment efforts, and manage team training, absence, and performance issues in coordination with HR.

Your skills and experiences might also include:

1. Leadership & Management Experience: Over 2 years of management experience in a customer-facing support role, with a focus on leading teams through change, maintaining engagement, and delivering high-quality work against targets.
2. Analytical & Technical Proficiency: Strong analytical skills, experience with data and business intelligence tools, and familiarity with case management and telephony technologies such as Salesforce/Natterbox or similar platforms.
3. Collaborative Communication & Consultation: Excellent written and verbal communication skills, with a consultative and collaborative work style, capable of navigating complex, multi-product, and multi-division environments.
4. Customer-Centric & Problem-Solving Mindset: A customer-focused approach with strong interpersonal skills, empathy, and creativity, aimed at delivering exceptional customer experience outcomes through a process-oriented and pragmatic mindset.

What are we all about?

The Access Group is one of the largest UK-headquartered providers of business management software to small and mid-sized organisations in the UK, Ireland, USA and Asia Pacific. It helps more than 100,000 customers across commercial and non-profit sectors become more productive and efficient. Our products and solutions go beyond providing technology, we connect the right people with the right data, at the right time, through Access Workspace.

At Access, we are committed to creating a welcoming and inclusive environment where everyone can thrive. If you're excited about this role, (even if your previous experience doesn't align perfectly), you might just be the perfect fit for us! We wholeheartedly believe in equality for all and the transformative power of diversity.

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.