Software Support Team Leader

Job Title: Software Support Team Leader
Location: Hungerford

A Software Support Team Leader is required to join the largest global provider of integrated information technology and digital marketing solutions to automotive dealerships and manufacturers in more than 100 countries worldwide for the world's biggest car brands.

Although they operate on a global scale, they are small by comparison and that is a good thing. It means that they are still a business where every person matters and where anyone can make an impact on their growth and success.

Purpose of role

Provision of an excellent support service is critical to the achievement of their strategic plans for growth and profitability. This role focuses on leading the team that provides professional, high quality front-line support to customers to enable them to resolve issues with their systems and software. Your leadership will focus the team on the efficient delivery of departmental objectives in the context of continuous improvement; you will ensure timely call progress and resolution to customers on supported applications.

The Team Leader is highly organised, with excellent communication, planning, time management and customer handling skills. You are commercially aware, and have an in-depth understanding of business operations and systems. You are confident in your team leadership skills and your ability to motivate, delegate and organise your team to deliver excellent support to their customers.

Key Duties & Responsibilities -

- Planning, managing and supporting the team to provide high quality and relevant support services to their customers
- Monitoring quality of support calls, call logging and escalations for continuous improvement of response and resolution times
- Controlling and co-ordination of staffing levels on a day-to-day basis
- Maintaining and supporting the team's quality and improvement initiatives
- Working with other Line Mangers on identification of resource requirements or new working practices that may improve services to customers
- Effectively managing the team's performance, conducting regular performance reviews and appraisals, and helping in recruitment
- Developing and managing on-going training plans and reviewing and updating skills matrices
- Working closely with other teams and departments, administration and management to ensure all customer issues are resolved expediently

Skills / Knowledge & Experience:

- Ability to efficiently plan and prioritise team workload to meet deadlines
- Prior experience of managing and motivating teams
- Superior communication skills, including telephone, virtual methods, written, and verbal skills
- Proven leadership and management experience in a customer service / support environment
- Ability to influence and overcome objections
- Ability to interact with all levels of ADP customers and associates