Support Manager We’re looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow. Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them. What does Access offer you? We offer a flexible, hybrid working environment where you can balance work and life while maintaining a strong office team-based culture. We deliver on what we say, taking the development of our people seriously. We’ll work with you to progress your success plan and provide opportunities to accelerate your career. You will start with 25 days annual leave that increases with your seniority in the company, a private healthcare and life insurance. We pride ourselves on being an organisation that gives back so you’ll also have one charity day allocated to support a cause that matters to you. There are plenty of other perks. Apply to find out more. Day-to-day, you will: • Team Leadership and Performance Management: Lead a team of Team Leaders managing 1st and 2nd line Support Engineers, ensuring high performance and service excellence that meets and exceeds customer expectations. • Service Improvement and Customer Focus: Continuously seek opportunities to enhance services and efficiencies, while ensuring timely responses and exceptional customer service in line with the Company Vision. • Talent Development and Motivation: Foster a learning environment to develop technical and customer service skills, retain and develop talent, create succession plans, and motivate the team through praise and recognition. • Risk and Customer Satisfaction Management: Proactively identify and manage service risks, implement mitigation strategies, address key drivers of customer contact or dissatisfaction, and drive continuous improvements. Your skills and experiences might also include: • Team Leadership Experience: Demonstrated experience in managing a team of Team Leaders with a strong focus on service delivery and understanding customer needs to achieve expected outcomes. • Adaptability and Innovation: Flexible and pragmatic approach to shifting priorities with a strong delivery focus, identifying and applying new ideas beyond traditional solutions to enhance team and departmental operations. • Effective Communication: Communicate with confidence, clarity, and warmth, maintaining a flexible and constructive approach with customers, colleagues, and team members. • Organizational Skills: Proven ability to organize the team to handle high call volumes and achieve above industry-standard resolution rates. What are we all about? The Access Group is one of the largest UK-headquartered providers of business management software to small and mid-sized organisations in the UK, Ireland, USA and Asia Pacific. It helps more than 100,000 customers across commercial and non-profit sectors become more productive and efficient. Our products and solutions go beyond providing technology, we connect the right people with the right data, at the right time, through Access Workspace. At Access, we are committed to creating a welcoming and inclusive environment where everyone can thrive. If you're excited about this role, (even if your previous experience doesn't align perfectly), you might just be the perfect fit for us! We wholeheartedly believe in equality for all and the transformative power of diversity. Why not join our vibrant team where you can love what you do, love how you live, and most importantly, be authentically you? Let's make a difference together. Love Work. Love Life. Be You.