Support Operations Team Lead

We are looking for a customer obsessed Support Operations Team Lead to drive this culture in our teams and to ensure our customers receive excellent service through the management of a service desk and client site based operations across one or more customer contracts.

The successful candidate will maintain a focus on Continual Service Improvement by ensuring development of people within their team in both skillset and attributes that encompass the Advanced core values along with identifying opportunities for service improvement and efficiencies.

• Have a clear understanding of the contracts that you are supporting and understanding of the business areas responsible for delivering them
• Reporting and trend Analysis
• Contribute to customer service reviews
• Develop a strong working relationship with the customer and internal Advanced teams (including being a point of escalation)
• Collaborate with other teams to ensure service excellence is delivered.
• Remain customer obsessed throughout all your work to ensure the highest levels of customer satisfaction.
• A proactive approach to self and team development

• Excellent people management skills with the ability to drive and maintain a positive culture.
• Ability to analyse data and design proactive and driven solutions which will enhance performance / efficiency and the customer experience
• Work to tight deadline and proactively manage multiple work streams
• Strong Customer and Communication Skills at all levels
• Demonstrate strong leadership skills to mentor and develop your teams
• Dedicated to the Advanced core values

Wellbeing focused – Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral

• Annual Leave – 25 days of annual leave, plus public holidays and the ability to buy additional days
• Employee Assistance Programme – Free advice, support, and confidential counselling available 24/7 through Care First
• Endometriosis Friendly Employer - We are proud to confirm our commitment to developing an environment and culture that allows those with endometriosis to thrive in the workplace

Personal Growth - Regardless of where you are at in your career, we’re committed to enabling your growth personally and professionally

• Development Programmes – From Future Managers to Leadership Training, our development programmes help you get where you need to go
• Performance Bonus – Our Group-wide bonus scheme enables you to reap the rewards of your success

Financial wellbeing - We understand as well as your mental wellbeing, your financial wellbeing is really important

• Pension Scheme – Our plan with Scottish Widows offers 5% matched contribution by the company
• Income protection insurance – Providing you with support and assistance when you need it most

Recognition – Highlighting and rewarding the great work our people do

• Values Awards – Our quarterly employee-driven initiative to highlight and reward the people in the organisation who embody our values the most
• Clear Review – Our own technology platform that allows you to get real-time feedback, conversations and goals to help you become your best self

Making a Difference – we provide opportunities to help our people make a difference to the causes they care about

• MatchIt! – Fundraise for a cause close to your heart and Advanced will match part of the funding
• Volunteering Time – Our volunteering leave scheme allows you to use your time to help those who need it
• Pennies from Heaven – donate the pennies from your pay check to help make a difference without lifting a finger

We are one the UK’s largest tech companies, and our products sit at the heart of some of the country's best-known businesses. We’ve grown phenomenally quickly with a £275m turnover and 2,800 employees supporting over 25,000 customers. We hire for potential. We want to make sure we have the best people for the job and provide genuinely equal opportunities for our people to thrive. Our recruitment process is designed with inclusion and equity at its core.

Find out more about the next steps once you’ve applied here - careers.oneadvanced.com/how-we-hire