Head of support

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.

On top of a competitive salary, our standard 25 days holiday (which goes up the longer you’re with us), and a matched pension scheme, you’ll also be able to choose from a range of benefits to suit you. We’re an organisation that likes to give back, so you’ll also have one charity day allocated to support a cause that matters to you.

About you:  

We are seeking a highly experienced and dynamic Head of Customer Support who has experience leading in a matrix organisation structure with high Collaboration with global teams. This is a pivotal role designed to have the operational oversight of our growing teams within our GOC and help lead and execute the change programs across the global support team to ensure continued improvement.  

You have a critical role in driving the change to expand on our role-based Delivery Centre model, working with the discipline-based global leaders to implement the relevant playbooks, competency frameworks, cohort hiring and workforce plan, and capability development for our GOC teams. 

This will be a prominent role focused on value creation for Access, of strategic importance in enabling our GOC-based, and more, balancing an obsession with customer outcomes and service excellence. 
 

Day-to-day, you will:  

·       Lead the successful delivery of support goals and KPIs

·       Identify support challenges, proactively highlight risks, and propose solutions promptly. 

·       Promote strong collaboration among all support leadership, fostering a transparent activity approach. 

·       Advocate for Support in all discussions, prioritising Support’s interests and minimising impact on support delivery. 

·       Provide regular updates to the Support Leader and Manager community on all factors impacting their teams and customer delivery, specifically regarding the Timisoara site. 

Your skills and experiences might also include:   

·       Proven experience in leading Customer support, providing world-class support to a diverse and quickly expanding customer base within complex matrix team functions or similar roles within a software or technology-driven organisation. 

·       Strong knowledge of Support delivery methodologies, commercial models, competency frameworks, and delivery excellence. 

·       Proven track record of successfully managing change and transformation. 

·       Strong leadership skills with the ability to inspire and motivate teams to achieve high performance. 

·       Exceptional communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels. 

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.