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 blended approach to office working, encouraging you to collaborate and connect in one of our thriving offices. 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.

About the Role
We’re looking for a strategic and customer-obsessed leader to head our Customer Support Delivery Team. This role is ideal for a senior professional who combines operational excellence with a deep understanding of digital transformation in support services.

• Lead a multi-location support organization of approximately 50–60 professionals, driving a culture of customer success and continuous improvement.
• Champion a Digital First support approach, optimizing self-help and automation to enhance customer experience.
• Collaborate with cross-functional teams (Digital Delivery, Product, Engineering, UI/UX, and Analytics) to continuously improve the customer journey.
• Report directly to the Customer Experience Director, influencing the strategic direction of support delivery across the business.

Key Responsibilities

You will be the driving force behind a support function that delivers measurable customer value, operational excellence, and innovation.

• Define and execute the support strategy aligned with company objectives and customer needs.
• Ensure support teams meet and exceed performance goals, SLAs, and quality standards.
• Drive digital transformation by expanding and improving self-help solutions and customer-facing support assets.
• Translate customer insights and data into actionable improvement plans that reduce effort and improve satisfaction.

Leadership & Strategy

As a senior leader, you’ll shape the future of how we support and retain our customers through innovation and people leadership.

• Build, develop, and inspire high-performing teams with a strong sense of ownership, accountability, and excellence.
• Create a culture of continuous improvement where innovation and collaboration thrive.
• Lead change initiatives to align people, processes, and technology with business priorities.
• Ensure strategic alignment between support operations, customer experience, and company-wide goals.

Collaboration & Stakeholder Management

Your influence will extend across multiple teams and departments, ensuring support plays a key role in our broader business success.

• Partner closely with Product, Engineering, and Digital teams to enhance system performance and the overall customer journey.
• Collaborate with Sales and Customer Success to ensure consistent communication and a seamless end-to-end experience.
• Represent the voice of the customer across the organization, advocating for process and product improvements.
• Foster transparent, data-driven relationships with leadership and internal stakeholders.

Skills & Experience

We’re looking for a well-rounded professional with the right mix of operational expertise, strategic mindset, and leadership acumen.

• Proven experience leading large-scale support organizations (50+ people) in a software or digital services environment.
• Strong background in self-help strategy, automation, and digital customer experience.
• Expertise in data-driven decision making and using insights to improve processes and outcomes.
• Demonstrated success in change management, process optimization, and cross-functional collaboration.

What You Bring

You’re a seasoned people leader and strategic thinker with a passion for elevating both teams and customers.

• Exceptional leadership and communication skills; able to motivate and inspire across functions and geographies.
• A calm, structured, and solution-oriented approach to complex challenges.
• Strong prioritization and multitasking abilities under pressure.
• A continuous improvement mindset rooted in ownership, honesty, and empowerment.

What are we all about?

The Access Group is one of the largest UK-headquartered business management software providers. It provides solutions that empower more than 160,000 small and mid-sized organisations in commercial and non-profit sectors across Europe, USA and APAC, giving every employee the freedom to do more of what's important. Its innovative cloud solutions and integrated AI software experience across multiple Access products transform how business technology is used. Access employs approx. 8,500 people, continuously driving product innovation and customer service excellence.

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.