Product Support Supervisor

ABOUT YOU Below, you will find a complete breakdown of everything required of potential candidates, as well as how to apply Good luck.
As the Product Support Supervisor you will be a seasoned professional adept at leading and managing technical product support helpdesk teams. Your primary focus is to align team efforts with achieving optimum closures on fault cases. Key responsibilities include scheduling, coordinating, directing, and mentoring team members to ensure swift and efficient service delivery. You will collaborate closely with decision-makers and other departments to identify, recommend, develop, implement, and optimise processes and systems—all aimed at enhancing the customer experience and driving team efficiency. With your strategic mindset and commitment to excellence, the Product Support Supervisor plays a pivotal role in achieving
THE ROLE
Case Management
Oversee the dispatching of cases to ensure balanced workload distribution among support technicians.
Monitor and manage case loads to ensure timely resolution and adherences to SLAs.
Regularly review cases to ensure compliance with quality standards and best practises.
Quality Assurance
Conduct quality assurance checks on case handling and customer interactions.
Identify areas for improvement in Technical Customer Service Support.
Develop and Implement improvements to standardised responses and support procedures.
Process Improvement
Work with the Product Support Manager to identify process bottlenecks and inefficiencies.
Analyse support metrics to identify trends and areas for improvement.
Implement best practises and optimise support processes.
Customer Satisfaction
Monitor customer feedback and satisfaction scores.
Resolve escalated customer issues promptly and effectively.
Develop strategies to enhance the customer support experience.
Collaboration
Work with Development, Sales, and Product Management teams to ensure effective support processes.
Provide feedback and insights to improve product features and functionality.
Hours: 35 hours per week
Shift pattern: Monday - Friday 09:00- 17:00
Salary: £28,000 - £30,000 per annum
Location: New Milton office
Start date: ASAP
Perks
23 days holiday rising to 25 days annual + bank holidays
We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
24/7 employee assistance programme
Family and friends’ discounts on our services & products
Pension Scheme, up to 4% Company matched
READY TO APPLY
If you are interested in this role please upload your CV and complete the application questions!
OTHER INFORMATION
This is an exciting time at the Appello Group - we are a company on the move and now is a perfect time to join our team. You’ll gain exceptional career opportunities and will be part of a company that is continuing to expand.
We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.
If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on 01425 626337.