Support Team Lead

2 weeks ago


Hull, Kingston upon Hull, United Kingdom The 55 Group Full time

About


Based in the centre of Hull and occupying prestigious, recently refurbished offices, The 55 Group leads the way in software that transforms the traditional approach to procurement, construction and the management of the built environment.

The business, which consists of four key product areas branded as Pagabo, Sypro, Loop and Tequ, is on a dynamic growth path which is both challenging and stimulating.

The outstanding growth and success of the business is all about our people and so hiring the right people is something we are very passionate about.

For those people that do join us, The 55 Group provides both an exciting work environment and excellent career progression opportunities.

What are we looking for?


The Support Team Lead role would suit an experienced support manager who can oversee the customer services team and assist with escalations.

About You?

  • Have at least 3 years' experience in an active Senior Customer Services role in a technical / ICT environment
  • Experience in line management
  • Good English, Maths and ICT knowledge and skills [GCSE level C or above]
  • Technical knowledge and understanding of IT systems, SQL/MySQL databases and supporting in a technical environment; investigating solutions to issues and not afraid to take on 2nd or 3rd line support challenges
  • Able to use internal systems to record information and track performance
  • Great Interpersonal skills; whether its helping a customer with an issue or explaining a problem internally so a problem is sorted timely 'firsttime'
  • Documenting processes and procedures and presenting ideas to other team members
  • A commitment to deadlines and a desire to 'fly' the flag for the customer
  • A creative thinker, enterprising and entrepreneurial and can demonstrate originality
  • Able to work independently with limited direct supervision but be a 'teamplayer'
  • Ambitious and keen to build a career

Specific responsibilities

  • Help the business deliver exceptional levels of customer service and satisfaction to customer queries, uphold procedures and processes, and KPI reporting that help the 55 Group manage its growth
  • Manage customer contact through various channels of communication and liaise with the software development team to close out customer queries (2nd and possibly 3rd line)
  • As part of the management team, you will identify problems and issues and help the company shape solutions that focus on customer satisfaction and bottomline results.
  • Database administration
  • Managing a team of 1st/2ndline support engineers

Package

  • Up to £33k dependant on experience
  • Company pension scheme
  • Life insurance
  • Private medical insurance
  • 25 days holiday, public holidays and 1 day holiday for your birthday
  • Study package and development plan to be agreed

Job Type:
Permanent

Salary:
Up to £33,000.00 per year

Benefits:

  • Casual dress
  • Company events
  • Company pension
  • Discounted or free food
  • Life insurance
  • Private medical insurance

Schedule:

  • 8 hour shift

Supplemental pay types:

  • Performance bonus

Ability to commute/relocate:
- , HU1 2HU: reliably commute or plan to relocate before starting work (required)

Experience:

Senior Customer Services: 3 years (required)

  • Technical/ICT environment: 3 years (required)

Work Location:
One location

Application deadline: 10/02/2023
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