Head of Technical Support

1 week ago

Crewe, United Kingdom Radius Payment Solutions Full time

Job Advert

**Job Title**: Head of Technical Support (UK)

**Salary**:Up to £50,000pa

**Location**: Crewe, CW1 6BD - with occasional travel within the UK

**Heard of us?**

We’re an ambitious, forward-thinking global business who build transformative solutions for our customers to deliver best-in-class sustainable mobility, connectivity and technology solutions. We support our customers with a range of products and services to meet their needs.

Since 1990 our ambition has never wavered. From humble beginnings, our vision and drive has seen us venture into new markets with confidence and stay ahead of market trends. Our mission is to help businesses of all sizes adapt to the future and take advantage of the opportunities that change brings. Sustainability is at the core of our offering. With our leading e-mobility solutions, we’re committed to guiding businesses through the energy transition, building solutions for a more sustainable, connected future.

We have over 300,000 customers worldwide, over 50 offices across Europe, North America, Asia, Australasia and Africa, and over 2,800 staff, primarily in the UK and Ireland.

**What will your day-to-day look like?**

The role of Head of Technical Support is really important to us, you will be responsible for the delivery of 1st and 2nd line customer support for Fixed, Hosted and Connectivity products and services to the Radius Connect client base. Responsibility includes managing the Network Operations Centre and a team of Support Engineers based countrywide.

Some of your responsibilities in this role will be:

- Provide day to day support and supervision of the Technical Support teams based in the UK.
- Monitor and manage the triage and distribution of tickets by priority and manage team performance to SLA’s.
- Take ownership of critical incidents, coordinate resolution efforts, and maintain effective client communication.
- Own and manage customer escalations.
- Provide weekly reporting to Management on team performance.
- Provide support and ownership of resolutions to customer and internal escalations.
- Review and analyse existing support processes (end-to-end) and identify appropriate improvements.
- Build an environment of continuous service improvement and learning through utilising the feedback of changing customer requirements and required service improvements.

**What do we expect of you?**
- Extensive experience in Technical Support of telecommunication services ideally gained from working for a network, ISP or reseller, with exposure to as many vendors as possible.
- Exposure and use of the various Portals and systems used by the vendors.
- Assertive, self-motivated and with a drive and determination to get things done.
- Able to adapt and succeed in a fast paced, changing environment where events don’t always go to plan and where priorities change regularly.
- Demonstrate ability to motivate and communicate with others at all levels.
- Identify issues and work to resolve them in partnership with business leaders and suppliers.

**What can you expect of us?**

Your impact on Radius will be rewarded with the opportunity to develop and progress your career in many directions.

Not only will you have the chance to further your career development within Radius, you’ll have access to our competitive reward and benefits package.

This includes core company paid benefits such as a defined contribution pension scheme, enhanced maternity pay, cycle to work and electric car schemes, plus a whole host of options to support your physical, mental, and financial wellbeing.

And of course, you will be part of modern purpose-built space in Crewe that will provide you with an outstanding working environment (complete with onsite gym, canteen, games rooms and coffee bar style break out rooms).

**Still curious?**

Radius is an equal opportunities employer. We are committed to welcome people regardless of age, disability, gender identity, race, faith or belief, sexual orientation or socioeconomic background.
- We do not accept speculative agency CVs. Any CV received by Radius will be treated as a gift and not eligible for an agency fee. PSL agencies should only send CVs if authorised to do so by the Radius talent team._

N.B. We reserve the right to close a vacancy before the closing date in the event of an overwhelming response or a change in business priorities.

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