Customer Support Services Supervisor

**If you're all about top-notch customer experiences and you've got the supervisory skills to match, then this is your perfect role**

**About the Role**:
We are looking for a dynamic Support Services Supervisor to join our team in this brand-new role. Reporting to the Support Services Manager, you will lead our Sales Support and Tech Support teams (six people in total) and ensure the wider team, including Customer Services and Inbound Sales, works cohesively to consistently deliver outstanding service across all customer support functions. You will be dealing with predominantly Business to Business (B2B) customers, but will also support retail customers (B2C) too.

As a supervisor, you'll get to really enjoy the people management aspect of the role, acting as a coach, mentor, and motivator to guide your team towards success. You'll keep operations running smoothly by coordinating tasks, reviewing quotes, approving refunds, and providing support with complaints. Working closely with the Support Services Manager, you'll help harmonise our cross-trained support functions and contribute to achieving our strategic goals. You'll also help to oversee the whole department, when needed, in the absence of the Support Services Manager.

If you're someone who thrives on challenges and is eager to take on more responsibility, this role is doubly perfect for you You'll have the exciting opportunity to step up this year and cover a 9-month maternity leave as Acting Support Services Manager, where you'll broaden your management skills by overseeing the full support services areas, which include Customer Services, Inbound Sales, Sales and tech Support and service delivery. More about this can be discussed at interview.

**What We Need form you**:
We need a supervisor who can hit the ground running, with proven experience in managing/supervising customer support teams, resolving escalations, and training cross-functional teams. Ideally, you will have experience dealing with B2C and B2B customers and supervising teams who predominantly work with B2B customers. You'll be a natural collaborator and thrive on supporting your manager to drive improvements throughout the support services function.

You should be proficient in Microsoft Office, an effective communicator, and able to manage multiple deadlines under pressure. Strong problem-solving skills and a hands-on management approach are essential. You ideally will possess a broad knowledge of technology, with an understanding of different components and products currently available. Above all, you should embody our values of passion, authenticity, collaboration, conscientiousness, respect, responsiveness, and honesty.

For the step-up maternity cover, you’ll ideally be an experienced Supervisor who has worked as a 2nd line for a department, possibly covering in the absence of a manager.

**About the team**:
Our Support Services team is made up of a mix of customer support specialisms. The team is filled with passionate, fun people who share a common goal - delivering amazing service to our customers. We have a hybrid setup, so while we spend 3 days a week in the office, the rest of the week is spent working remotely. But don’t worry, we keep the team spirit alive with plenty of virtual buzz and regular catch-ups.

**What working at Novatech means for you**:
There are heaps of other perks when working for us For starters, we’re a top 100 company to work for in the South East, as voted by our amazing staff via the Best Companies engagement survey.

We jam to music while we work and embrace a non-corporate vibe. We believe that when you can be your authentic self, whilst working with some cool people, that you enjoy your work more and take greater pride in what you do.

We’re all about your wellbeing and regularly organise team events, employee awards, and charity dos. We also care about the environment and have won awards for our efforts, which include being a net positive business (meaning we put more energy back into the grid than we use - which we are super proud of)

As part of our hybrid working arrangements, you'll initially be working in the office everyday for at least the first month to complete your induction training, after this, you'll be working in the office for a minimum of 3 days a week. We are really lucky as we have good transport links to the office for when you come in, alongside free staff parking and a lockable bike shed for if you drive or ride.

Our benefits in a nutshell:

- 25 days holiday plus bank holidays (with the chance to buy additional days)
- Health plan scheme
- Upskilling apprenticeship training
- Cycle to work
- Employee Assistance Programme
- Staff discounts
- Social and wellbeing events
- Hybrid working (after training period)
- A great breakout room
- Kitchen and shower facilities

**About us**:
Gaming and retail are just a small part of what we do. Novatech also work heavily in the B2B sector with some of the largest and most respect