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Director of Customer Support - Global Operations Centre Timisoara

The Access Group

The Access Group

Customer Service, Operations
Timișoara, Romania
Posted on Saturday, June 15, 2024
Join the Access Family and see how we make software ideas become a reality! Our core value of ‘Love Work, Love Life, Be You’ has been central to our success and so we’re looking for people to join us who share our passion for making things better every day and help us continue to grow. We are the number one UK headquartered software provider in the UK and are forecasted to grow to a global population of over 12,000 employees by 2026. What are we all about? At Access, we love software and how technology never stays the same. It's this obsession that drives us to work closely across sectors to understand the business needs of our customers - from the Hospitality sector, to Manufacturing industry, to Not for Profit’s to Construction, and many more. We're passionate about helping our customers stay one step ahead of the challenges facing their industry and business, currently helping over 90,000 customers to have the freedom to do more. About you: We are seeking a highly experienced and dynamic Director of Customer Support, who has experience leading in a matrix organisation structure with high collaboration with global leaders. This is a pivotal role designed to have both the operational oversite of our growing teams within our GOC, as well as to help lead and execute the change programs across the global support team to ensure continue improvement. You will have a critical role in driving the change to expand our role-based Delivery Centre model, working with functional and divisional global leaders to implement the relevant playbooks, competency frameworks, cohort hiring and workforce plan, and capability development for our GOC teams. Day-to-day, you will: Lead the successful delivery of support goals and KPIs within the GOC. Identify support challenges, proactively highlight risks, and propose solutions in a timely manner. Promote strong collaboration among all support leadership, fostering a transparent approach to activities. Advocate for Support in all discussions, prioritizing Support’s interests and minimizing impact on support delivery. Provide regular updates to the Support Leader and Manager community on all factors impacting their teams and customer delivery, specifically regarding the Timisoara site. Collaborate with others to drive best practices and support success across all GEO locations, taking ownership where necessary. Develop and maintain our GO Centre blueprint, ensuring a clear plan for quick and effective setup as we expand to different locations. Drive a culture of customer focus and excellence, innovation, and continuous improvement. Formulate and implement successful strategies to create an environment where support is seen as a career destination. Construct effective hiring strategies that proactively evolve in line with business needs. Contribute positively to enablement and upskilling programmes, to accelerate the growth of our technical capabilities in GOC. Assist divisions in finding solutions for business challenges inhibiting support delivery. Monitor and analyze workforce metrics to identify trends, challenges, and opportunities for improvement in talent acquisition and retention. Your skills and experiences might also include: Proven experience (10+ years) in leading Customer facing support teams providing world-class support to a diverse and quickly expanding customer base within a complex matrix teams functions or similar roles within a software or technology-driven organisation. Strong knowledge of Support delivery methodologies, commercial models, competency frameworks, and delivery excellence. Proven track record of successfully managing change and transformation. Strong leadership skills with the ability to inspire and motivate teams to achieve high performance. Exceptional communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels. Strategic mindset with the ability to think critically and make data-driven decisions. Strong organisational and problem-solving abilities, with the capacity to manage multiple priorities in a fast-paced environment. Can operate independently and with ambiguity to make change happen and achieve business outcomes in line with the overarching business strategy What does Access offer you? We are a growing software company, and we deliver on what we say we do! We take the development of our people very seriously and we will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference. On top of a competitive salary, our standard 25 days holiday (which goes up the longer you’re with us), you’ll receive life insurance and private medical services, dental discounts, International Employee Assistance Program, sport activities coverage, meal tickets and Christmas Bonus. We pride ourselves on being an organization that gives back so you’ll also have a charity day you can take to support something that matters to you. Work life balance is critical for us too, so for every 6 years of service you can benefit from a 6 week Sabbatical. In Access it pays to have friends – we have a referral bonus in place for every candidate you recommend that is not in our recruitment process or data base, you will be rewarded with a bonus after 3 months of employment. At Access we’re all about helping everyone Love Work and Love Life. Why? Because we believe people can only be their best when they can be themselves. So, if you are excited about this role, but your past experience doesn’t match perfectly, we’d still love to hear from you. You might just be whom we are looking for. We love the fact that we’re all different. We believe by having more diverse perspectives at work improves how we run our business, helps us to better support our customers, and when you think about it, it’s just more fun! What’s holding you back? Come and be part of our Amazing Access Family! Love Work. Love Life. Be You.