Team Manager - Product Support

To lead a team of technical support advisors to ensure they are understanding the needs of our customer, offering an accurate resolution with a commercial focus. You are accountable for your people to consistently deliver an excellent level of customer service to all customers. To act as a point of escalation for our people and our customers.

Hybrid – 3 days in our Newcastle office (global headquarters)

Key Responsibilities

• Drives Engagement where people are motivated to do their best to help the business, customers and colleagues alike.
• Create and maintain a culture of success by encouraging technicians to take responsibility for their own actions, whilst dealing with a customer query and encouraging them to exceed customer expectations.
• The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
• Accountable to understand your skill gaps and develop against these.
• Embed and continually sustain a culture of continuous improvement within Customer Services via the ‘PERFORM methodology’, working with colleagues across the department to deliver our KPI's and grow our business.
• Customer relationship management, with a focus on maximum customer retention achieved through delivery of Extraordinary Customer Experience via the team.
• Respond to customer issues and queries escalated from team members in a professional, timely and efficient manner.
• Play an active part in your community through teamwork and collaboration to drive continuous improvement in your area.

• Generous bonuses and pension scheme: Up to 8% matched pension contribution plus 2% top-up by Sage.
• 25 days of paid annual leave with the option to buy up to another 5 days
• 8 bank holiday days
• Paid 5 days yearly to volunteer through our Sage Foundation
• 50% income protection
• Holiday buy + sell
• Comprehensive health, dental, and vision coverage
• Ongoing training and professional development
• Hybrid working
• Healthy Mind app membership
• Access to various helpful memberships for finances, health and wellbeing