Company description: Senior Support Manager Location: WaterloovilleRole Type: Full-Time, Permanent This role is responsible for leading and managing the Customer Support teams for Swan and The EPOS Bureau to deliver a world-class support service to the customers, and ensuring a strong, fit for purpose and effective customer support capability. Accountable for overseeing all levels of support teams and ensuring customer satisfaction is meet at all times. Job description: What You’ll Be Doing: Manage and support the Customer Support Managers to support their teams Manage KPIs and ensure that SLAs are met across all the support function. Coach and mentor the Customer Support Managers, providing them with the tools they require to carry out their daily roles Carry out performance management and regular one to ones for the Customer Support Managers, identifying areas of growth and development Identify and highlight risks to the P&L owner in a timely, constructive manner Create long and short team goals that align and contribute to the strategic goals of the organisation Take ownership of customer issues and ensure a resolution is reached in a timely manner Develop service procedures, policies and standards ensuring these are clearly documented Provide timely and accurate information to the P&L owner based on analysis of Customer Support teams Manage HR functions with support of the CC HR BP and team for the Customer Support teams including interviewing, onboarding and offboarding Actively participate in regular meetings, providing accurate and pertinent information Manage change and encourage collaborative working within the Customer Support teams Work collaboratively with other departments to ensure excellent levels of customer satisfaction Assist the P&L owner with ad-hoc tasks as required Develop and present business plans and cases to meet team requirements that align with the company’s strategic goals Profile description: What We’re Looking For: 5 years’ experience in related roles, ideally in a payments organisation, IT Support Desk, acquirer or equivalent Fintech business Effective people management and coaching ability with strong customer and stakeholder management skills Strong motivator with ability to develop and support high performing teams as well as nurture and support individuals career growth Ability to understand complex systems, identifying and resolving customer and internal issues in a constructive, comprehensive and timely manner Engaging with both internal, and external stakeholders Demonstrable ability to understand end-to-end flow processes Strong analytical, decision-making, and financial evaluation skills Highly proficient with MS Office software, especially Excel. Knowledge of Power BI Able to manage a varied workload in a fast-paced environment whilst demonstrating excellent attention to detail First class face-to-face and written communication skills Pro-active, self-starter, able to work autonomously with track record of initiative A flexible and positive attitude with proven ability to balance business, customer, team and individual needs We offer: Perks & Benefits: Life Assurance and Group Income Protection Private medical cover with cash plan Enhanced Company Pension Hybrid-working model with 25 days annual leave your birthday off Employee wellbeing perks – including Peppy Health, Perkbox, etc Enhanced maternity, paternity and adoption pay Generous training budgets and reimbursement for professional memberships Apply Now – Send your CV and let’s create something amazing together. ClearCourse is an equal opportunity employer. We celebrate diversity and are committed to fostering an inclusive workplace.