About the role

Your role will manage day-to-day workflow of consultants and be first escalation point, providing 1st class customer service to customers.

Your responsibilities will include but not limited to:

• Mentor and coach Support Consultants to provide customers with exceptional Help Desk service, supporting business revenue objectives; including prioritising assigned workflow, monitoring and resolving issues and incidents, and ensuring accurate and timely documentation of all requests and outstanding issues

• Ensure that customers experience exceptional service levels by proactively liaising with other internal departments to solve problems and provide seamless support

• Escalate issues and incidents effectively to Help Desk Manager as appropriate, liaising confidently with customers to clarify details and enable accurate problem definition

• Actively promote Sage services and software solutions, including providing training sessions as required

• Contribute to product direction by proactive feedback of software defects and/or enhancement requests to the Software Development teams, and participating in product system and functionality testing as required

• Ensuring the on-going performance and maintenance of the software and provision of any assistance or advice to other departments

• Other duties as required from time to time

Your background

• lead a team of payroll team or similar
• Minimum 5 years' customer service experience

• Experience managing a team and allocating/prioritising workflow

• Experience working in a call-centre/helpdesk environment

• Experience providing support for complex/technical product, solution and/or software products and/or services

• Strong attention to detail

• Ability to prioritise effectively

• Exceptional customer service ethic

• Strong analytical problem solving experience

• Excellent verbal and written communication skills

• Results oriented and highly organised

• Self-motivated and driven to succeed

• Ability to work on own initiative

Preferred:

• Familiarity and technical experience with Sage software will be advantageous

• Familiarity and technical experience with accounting practices