Remote Support Operations Supervisor

Location: Burton on Trent (close of city centre)
Contract: Permanent

**Salary**: £36,000 progressing to £39,000 following successful completion of the company probation period
Hours: 40 hours per week, Monday to Friday - 8am until 4pm

Role Overview:
We have a new and exciting opportunity, working within our friendly Remote Support team in our modern office space close to Burton city centre, for a Remote Support Operations Supervisor.
As Remote Support Operations Supervisor, you will have oversight for ensuring the efficient delivery of our internal training systems, service delivery and product support in the Remote Support team.
You will act as a point of supervision and escalation for the team, responsible for providing assistance and problem solving that aid the team in efficient delivery of services across the organisation.
You will hold responsibility for onboarding new members into the team and the overall employee lifecycle, with a view to ensuring processes are efficient, customer issues are resolved promptly and performance targets are met.
You will act as a point of contact between the operations function and the wider business, seeking to deliver quality support against effective resource management at all times.
This role requires strong leadership, technical knowledge, and the ability to drive continuous improvement in a fast-paced, high-demand environment.

Key Responsibilities:
Team Leadership & Development:

- Direct and support the internal Training Supervisor in managing, coordinating training, and mentoring a team of remote support agents, ensuring they are equipped with the necessary tools, knowledge, and support to resolve service incidents effectively.
- Direct and support the Service Supervisor in setting performance expectations, KPIs, and goals for the team, ensuring high standards of service delivery are maintained at all times.
- Conduct regular performance reviews, provide feedback, and support career development and skill-building for team members.
- Foster a collaborative and customer-focused culture within the team, encouraging problem-solving and accountability at all levels.

Support Operations Management:

- Oversee the day-to-day operations of the remote support team, ensuring the smooth running and support of the team at all times.
- Ensure that incidents are logged, tracked, and managed within the designated service management tools, meeting service level agreements (SLAs) and customer expectations in conjunction with the Service Supervisor.
- Coordinate and manage the resolution of complex or escalated technical issues, working closely with other teams to achieve resolution as necessary.
- Monitor team workflows to ensure consistency, efficiency, and quality in support delivery at all levels.

Customer Satisfaction:

- Ensure that the support team delivers a high level of customer service, maintaining positive relationships with both internal and external customers.
- Proactively address both internal and external customer concerns and escalations.
- Track and analyse customer feedback and incident trends to identify areas for improvement in service delivery and customer experience.

Process Improvement & Reporting:

- Continuously assess support processes and workflows to identify opportunities for improvement, efficiency, and innovation.
- Collaborate with the Remote Support Manager to implement best practices, technology upgrades, and process improvements.
- Provide regular reports to the Remote Support Manager on team performance, customer feedback, incident resolution metrics, and ongoing challenges.
- Analyse performance data in conjunction with the Service Supervisor, including response and resolution times, to ensure delivery of KPIs and SLAs.

Collaboration & Cross-Functional Engagement:

- Work closely with cross-functional teams, including technical and product teams, to resolve technical issues and improve support offerings.
- Provide feedback to product and technical teams based on recurring support issues or customer pain points to drive operational improvement.
- Collaborate with other support managers to ensure alignment on best practices and consistency across support teams.

Required Skills and Experience
- Proven leadership experience with an excellent level of task and project management.
- Strong understanding of, or experience with, remote troubleshooting systems.
- Experience working collaboratively across multiple functions to achieve results.
- Demonstrated leadership and people management skills, with the ability to inspire, motivate, and develop team members.
- Excellent problem-solving and analytical skills, with the ability to prioritise tasks and manage multiple responsibilities.
- Outstanding communication skills, both written and verbal, with the ability to interact with both customers and internal teams effectively.
- Experience working with service level agreements (SLAs) and key performance indicators (KPIs).
- Ability to thrive in a