Support Coordinator Immediate start

2 weeks ago


New Milton, Hampshire, United Kingdom Appello Full time

As the Product Support Supervisor you will be a seasoned professional adept at leading and managing technical product support helpdesk teams.

Key responsibilities include scheduling, coordinating, directing, and mentoring team members to ensure swift and efficient service delivery.

You will collaborate closely with decision-makers and other departments to identify, recommend, develop, implement, and optimise processes and systems—all aimed at enhancing the customer experience and driving team efficiency.

With your strategic mindset and commitment to excellence, the Product Support Supervisor plays a pivotal role in achieving
Case Management
Oversee the dispatching of cases to ensure balanced workload distribution among support technicians.
Regularly review cases to ensure compliance with quality standards and best practises.
Quality Assurance
Conduct quality assurance checks on case handling and customer interactions.
Identify areas for improvement in Technical Customer Service Support.
Develop and Implement improvements to standardised responses and support procedures.
Work with the Product Support Manager to identify process bottlenecks and inefficiencies.
Analyse support metrics to identify trends and areas for improvement.
Implement best practises and optimise support processes.
Develop strategies to enhance the customer support experience.
Work with Development, Sales, and Product Management teams to ensure effective support processes.

Shift pattern:
Monday - Friday 09:00- 17:00
New Milton office

ASAP
23 days holiday rising to 25 days annual + bank holidays
We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
24/7 employee assistance programme
Family and friends' discounts on our services & products
Pension Scheme, up to 4% Company matched
You'll gain exceptional career opportunities and will be part of a company that is continuing to expand.

We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.

If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on

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