Service Support Manager
Location: Glasgow - Hybrid
The opportunity:
As Service Support Manager, you’ll be responsible for the leadership, performance and continuous improvement of our Service Support function. Your mission is simple but ambitious: deliver on time, right first time, every time.
You’ll lead a dynamic team that supports all day-to-day business transactions, coordinates issue resolution across resolver groups, and takes a proactive approach to improving processes, service and outcomes. You’ll be a visible leader through change, someone who can inspire, coach and develop others while keeping service excellence and business strategy front of mind.
What you’ll be doing:
*Lead and develop the Service Support team, embedding a strong culture of service excellence, collaboration and continuous improvement
*Champion Values and act as a role model across the business
*Own delivery against all KPIs and SLAs, ensuring service is consistently maintained and resourced effectively
*Oversee both Top Biller Support and the Service Support Desk, ensuring smooth onboarding, offboarding and in-life support for Ambassadors and Sales colleagues
*Act as the senior escalation point, providing confident and decisive leadership when issues arise
*Produce robust MI and KPI reporting, supporting operational reviews and senior leadership forums
*Identify, deliver and communicate process improvements, using insight and trend analysis to close the loop on service, behavioural and technical issues
*Build and maintain strong relationships with key stakeholders at all levels
*Ensure confidentiality and governance standards are upheld at all times
What we’re looking for:
*You’ll be an experienced people leader with a passion for service excellence and a track record of developing high-performing teams.
*Proven leadership experience, including coaching, mentoring and feedback
*Strong organisational skills with exceptional attention to detail
*The ability to prioritise, multi-task and thrive in a fast-paced, changeable environment
*Excellent communication skills, both written and verbal
*Strong analytical, planning and reporting capability
*Confidence influencing and collaborating across teams and senior stakeholders
*A continuous improvement mindset, with the drive to identify root cause and take ownership through to resolution
*A genuinely inclusive and collaborative leadership style