Product Support Supervisor

3 weeks ago

New Milton, United Kingdom Appello Full time

**ABOUT YOU**:
As the Product Support Supervisor you will be a seasoned professional adept at leading and managing technical product support helpdesk teams. Your primary focus is to align team efforts with achieving optimum closures on fault cases. 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

**THE ROLE**:
**1. Leadership**
- Lead, train, and mentor a team of product support technicians, providing guidance and support to ensure the highest levels of customer service.
- Set clear objectives and performance goals for the team.
- Monitor and evaluate team performance, providing feedback and coaching to enhance individual and team productivity.
- Foster a positive team culture, promoting collaboration and high morale.

**2. People Management**
- Manage the scheduling and allocation of tasks to team members.
- Monitor and track individual and team performance metrics.
- Implement performance improvement plans and provide coaching as needed.
- Address team members' concerns and conflicts in a timely and effective manner.

**3. Product Support**
- Develop and implement customer service process improvements, ensuring that all customer inquiries are handled promptly and effectively.
- Oversee the delivery of digital support services to customers, ensuring exceptional service quality.
- Collaborate with the SME’s, to stay updated on digital tools, platforms, and technologies to support the team in troubleshooting and assisting customers effectively.
- Handle escalated customer issues and complaints, investigating and resolving them in a timely manner to achieve customer satisfaction.
- Escalate complex customer issues and coordinate resolutions as needed.
- Maintain accurate records and documentation of customer interactions, inquiries, complaints, and resolutions, utilising ticketing software
- Maintain a strong understanding of our digital products and services.

**4. Training Coordination**
- Collaborate with SMEs to develop training materials and resources.
- Organise and schedule training sessions for new recruits and ongoing skills workshops.
- Ensure that training materials are up-to-date and relevant to the evolving technical landscape.
- Track and report on the progress and effectiveness of training programs.

**5. Resource Management**
- Coordinate staffing schedules to ensure adequate coverage for all shifts.
- Monitor and adjust staffing levels based on workload and demand.
- Collaborate with team leads to identify resource gaps and proactively address them.
- Maintain accurate records of staff schedules and availability.

**6. Service Delivery Oversight**
- Monitor service delivery dashboards to ensure the department meets performance targets.
- Escalate and address service delivery issues promptly.

**7. Communication and Collaboration**
- Work closely with the Product Support Manager to align training and resource allocation with department goals.
- Collaborate with the People Team to onboard new hires and provide them with necessary training.
- Foster a collaborative and supportive work environment within the technical department.

**Hours**: 35 hours per week

**Shift pattern**:Monday - Friday 09:00- 17:00

**Salary**:£28,000 - £30,000 per annum

**Location**:New Milton office

**Start date**: ASAP

**Perks**
- 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

**READY TO APPLY**:
***OTHER INFORMATION**:
This is an exciting time at the Appello Group - we are a company on the move and now is a perfect time to join our team. 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 01425 626337.

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