External Support Lead

We bring together the brightest minds and industry experts with award-winning platform technology and advanced privacy and security to revolutionise the way we live, work and travel using connected car data, insights and analytics.
At Wejo our values drive our culture, shape our interactions and help us to achieve our goals. These values are turned into meaningful behaviours and embody our employees. **We are bold, collaborative and responsible.**
**Role Summary**
The purpose of the External Support Lead role is to provide hands on support to Wejo customers andand provide a leadership to the team members to achieve customer satisfaction by ensuring external support tickets are resolved within specified Service Level Agreements.
The role is to lead the team which team members act as the primary point of contact for Wejo customers and other stakeholders for data operations activities.
Liaise and assist internal Support Engineers with resolution to reported issues by providing a support, guidance, and expertise necessary to resolve customer’s queries and tickets in accordance with solution designs, process workflow and established best practises adopted across Wejo Service Delivery.
*
Key responsibilities: *
- Manage the processing of incoming tickets to Data Operation Team via available support and communication channels to ensure courteous, timely, and effective resolution of Wejo customer issues
- Leadership of Data Operation Analysts by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed
- Queue management - to manage team’s queue and ensuring all outstanding tickets are assigned and actioned appropriately
- Gather and analyse metrics to benchmark the team workload/performance and improvements in quality of service by identifying problems and evaluating trends
- Monitoring the day-to-day activities of the team - effectively planning, prioritising, and organising daily tasks
- To take the ownership of some daily Service Delivery activities (i.e. sample process, batch / stream etc.) and ensure the level of escalation to Engineering team is applied if required
- To maintain confidentiality regarding the information being processed, stored, or accessed, in line with security policies
- To ensure any changes made by the team members are in line with the company change management processes as required, e.g. to user accounts, password, mailboxes, etc
- To ensure that all relevant incidents are clearly logged in the Service Desk tool, ensuring that accurate log entries of all contact through to resolution are made, with full details documenter
**Other responsibilities**:

- To meet regularly with Line Manager and review number of reports
- Identify, recommend, develop, and implement user training programs to promote Data Operation Team maturity
- Working flexibly to support the requirements of the service and to ensure the support is available with accordance to Wejo agreed hours
- Oversee development and dissemination of help sheets, usage guides, and KBA lists
- Undertake any other duties of a similar level and responsibility as may be required from time to time
- To build and develop mutually respectful, positive relationships with customers and colleagues to ensure that the appropriate approach to resolving incidents is adopted
**Essential skills / Knowledge & Experience**
- Developing reactive and proactive solutions and a proven track record in Service Desk activities
- Good team player with the ability to influence other team members and providing mentorship
- Ability to work with internal and external resource and suppliers where appropriate
- Open to hands on approaches and ideas
- Good prioritisation skills and be flexible enough to adapt plans
- Excellent organisational, analytical, and problem-solving skills
- Demonstrable Customer Focus and innovative approach to transforming and improving practices
Location: M2 4WU,Manchester, Manchester M2