Customer Support Manager



Full Time Contact: Recruitment Team Reference: R0067407

Job Description

Job Title:  Customer Support Manager

Job Type: Permanent

Location: Leamington Spa or Edinburgh

abrdn is one of the world’s largest investment companies, and we are built on a long standing culture of caring about the future and making a positive impact. Together we invest for a better future. We do it to make a difference to the lives of our clients and customers, our employees, society and our shareholders.

Our strategy is to build a vibrant and value-creating purpose-led organisation, with the current and future needs of our stake holders at the heart of all we do.

Role Purpose

The Customer Support Manager leads the team providing support services to the customers of the abrdn’s Digital Innovation Group. They lead day-to-day support activity ensuring that service levels are met and customers are satisfied. The Customer Support Manager attends, and where required leads, service review meetings and acts as the initial point of escalation for customer issues.

Key Outcomes

Manage the team of Customer Support Analysts

  • Provide effective leadership to the customer support team ensuring that the vision and strategy are understood and translated into specific actions and objectives that support them.

  • Provide excellent line management, mentoring and coaching to direct reports.

  • Manage a team of customer support analysts including hiring, performance management, career development, objective setting and work assignments.

  • Develop a strong team ethos and commitment to delivering high quality support services within agreed SLAs and budget constraints.

  • Build, manage and develop the best possible customer support team, enabling them to work as efficiently and effectively as possible by providing the appropriate processes, training, skills and support and by resolving impediments that are impacting them.

Provide World-class Support

  • Play a key role in the definition, implementation and continuous improvement of customer support processes that enable all agreed service levels to be met or exceeded.

  • Ensure that agreed service levels for each customer are clearly understood both by the team and by the customer.

  • Coordinate day-to-day activity within the customer support team ensuring that support issues are appropriately prioritised and progressed.

  • Prepare key metrics to be presented to customers at regular service review meetings demonstrating how the DIG is performing against the agreed service levels.

  • Input into the definition and commercial options for the provision of any additional support services that fall outside of current service agreements.

  • Ensure that support issues are tracked and proactively managed through to resolution.

  • Work closely with the Digital Solution Delivery and Digital Development teams to ensure that any required fixes are provided to customers in a timely manner.

  • Provide second- and third-line support services, liaising with development teams as required.

  • If the DIG is required to provide a first line support service for end-users, support the definition, implementation and continuous improvement of a first line support capability and process that will meet the agreed requirements.

Manages Stakeholders

  • Build and maintain effective relationships with key customer contacts both within abrdn and externally.

  • Serve as the initial escalation point for customers to ensure that issues are fairly and effectively managed.

  • Attend and, where required, lead service review meetings ensuring that customers are effectively managed and issues resolved.

  • Provide appropriate metrics to the Head of Digital Support on the performance of the customer support team.

Skills & Experience

  • Strong track record of leading a customer support team.

  • Thorough knowledge of Support operations including industry best practice, industry trends and customer service.

  • Practical experience in managing customers to agreed SLA’s.

  • Appreciation of technical issues across relevant delivery platforms.

  • Outstanding ability to nurture strong relationships with customer stakeholders and be trusted to fairly resolve issues and escalations.

  • Excellent organisational and time management skills.

  • Strong communication and leadership skills.

  • Commercially aware and able to support or lead negotiations with customers.

  • Excellent people management and coaching experience.

  • Attention to detail.

Our Benefits

There's more to working life than coming home with a good salary. We have an environment where you can learn, get involved and be supported.

When you join us, your reward will be one of the best around, including 40 days annual leave, a 16% employer pension contribution, a discretionary, performance based bonus, private healthcare and a range of flexible benefits including gym discounts, season ticket loans and access to an employee discount site amongst many others. You can read more about our benefits here.

How we create value

Our strategic drivers are the foundations from which we deliver for all our stake holders: High impact intelligence, Client & customer-led growth, Belief in our trusted brand and Future fit. You can find out more about our values here.

Our Inclusive Culture

We are committed to exploring the possibilities of working smarter. This means we’d like to hear from you, whatever way you like to work. We have a long-term commitment to building inclusive workplaces; we value diversity in our workforce and welcome enquiries from everyone. If you need assistance or a reasonable adjustment due to a disability please let us know as part of your application and we will assist. You can find out more about our inclusive culture here.

We’re committed to providing an inclusive workplace where all forms of difference are valued and which is free from any form of unfair or unlawful treatment.  We define diversity in its broadest sense – this includes but is not limited to our diversity of educational and professional backgrounds, experience, cognitive and neurodiversity, age, gender, gender identity, sexual orientation, disability, religion or belief and ethnicity and geographical provenance.  We support a culture that values meritocracy, fairness and transparency and welcomes enquiries from everyone.

If you need assistance or an adjustment due to a disability please let us know as part of your application and we will assist.

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