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Work description for thech manager, Essays (high school) of Law

Law

This serves as example to implement a work desciption

Typology: Essays (high school)

Pre 2010

Uploaded on 02/15/2025

monty-adams
monty-adams 🇺🇸

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Version 1 04 April 2022
Job Description
Role title Customer Support Manager (Technical Support Manager)
Role reports to Senior Customer Support Manager
Direct reports 6-10
Indirect reports Up to 10
Department Customer Services
Location Cambridge, UK / Mexico City, MX / Manila, PH
Effective date 16th August 2022
Purpose of the role
To manage a team of customer support professionals responsible for delivering world class service for one
or more of the Cambridge University Press & Assessment Product Groups, across multiple contact channels
on a 24/7 basis. To enhance the customer experience and improve the department’s operations by working
on projects, delivering process improvements and liaising with stakeholders across the business.
Key accountabilities
Responsible for the continuous delivery of the support activity within remit on a 24/7 basis, delivered
through a combination of teams of staff based in multiple locations:
Responsible for the day-to-day management of a team of support professionals providing 24/7 support for
queries via phone, web ticket, live chat and social media to a wide range of different CUPA customers.
Responsible for managing the team’s resources and contribution to wider activities, such as projects, User
Acceptance Testing and training.
Responsible for ensuring that agreed SLA and KPI targets are met so that the standards of support provided
position Customer Services as a key business enabler for CUPA
Represent the department with product groups and platform teams, sharing support-related management
information and customer feedback to drive system developments, improve the customer experience, reduce
support contacts and enable support to scale with business growth.
Responsible for ensuring the performance and quality of online self-help content (FAQs, technical
troubleshooting, user guides) related to the platforms within the support team’s remit, to deflect unnecessary
contacts and reduce support overheads.
Coordinate and liaise with internal teams and resolver groups to ensure timely resolution of issues and that
high priority issues are addressed with the appropriate urgency.
Line management of a team of direct reports and matrix management of other teams in multiple
locations.
Take a lead role on recruitment within the team, ensuring that we attract and retain the highest possible
calibre of staff.
Line management, coaching and development of a team of specialist customer and technical support staff to
ensure they are motivated and inspired to contribute to the CUPAs vision and Customer Services’ strategy.
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Version 1 04 April 2022

Job Description

Role title Customer Support Manager (Technical Support Manager) Role reports to Senior Customer Support Manager Direct reports 6 - 10 Indirect reports Up to 10 Department Customer Services Location Cambridge, UK / Mexico City, MX / Manila, PH Effective date 16 th^ August 2022

Purpose of the role

To manage a team of customer support professionals responsible for delivering world class service for one or more of the Cambridge University Press & Assessment Product Groups, across multiple contact channels on a 24/7 basis. To enhance the customer experience and improve the department’s operations by working on projects, delivering process improvements and liaising with stakeholders across the business.

Key accountabilities

Responsible for the continuous delivery of the support activity within remit on a 24/7 basis, delivered through a combination of teams of staff based in multiple locations: Responsible for the day-to-day management of a team of support professionals providing 24/7 support for queries via phone, web ticket, live chat and social media to a wide range of different CUPA customers. Responsible for managing the team’s resources and contribution to wider activities, such as projects, User Acceptance Testing and training. Responsible for ensuring that agreed SLA and KPI targets are met so that the standards of support provided position Customer Services as a key business enabler for CUPA Represent the department with product groups and platform teams, sharing support-related management information and customer feedback to drive system developments, improve the customer experience, reduce support contacts and enable support to scale with business growth. Responsible for ensuring the performance and quality of online self-help content (FAQs, technical troubleshooting, user guides) related to the platforms within the support team’s remit, to deflect unnecessary contacts and reduce support overheads. Coordinate and liaise with internal teams and resolver groups to ensure timely resolution of issues and that high priority issues are addressed with the appropriate urgency. Line management of a team of direct reports and matrix management of other teams in multiple locations. Take a lead role on recruitment within the team, ensuring that we attract and retain the highest possible calibre of staff. Line management, coaching and development of a team of specialist customer and technical support staff to ensure they are motivated and inspired to contribute to the CUPAs vision and Customer Services’ strategy.

Matrix-management of teams based in overseas locations (primarily Mexico and Manila) ensuring a ‘one team’ approach, alignment of vision and objectives, consistently high-quality staff training and documentation Management of performance through metrics, sampling and customer feedback. Ensure that Learning and Development plans for staff are front and centre in career development planning so that skills and motivation are maintained and developed. Work on projects within the Customer Support department to deliver transformational change to our operations. Delivery of projects and initiatives within the team to improve operational efficiency, effectiveness and customer experience. Demonstrate a mentality of continuous improvement and innovation, challenge existing tools and working practices to ensure the optimal combination of efficiency, customer service and cost control. Represent the department in liaison with stakeholders and deputise for senior managers Attend working groups and other forums with the appropriate product and platform teams to represent the department and provide insights into the customer experience and support trends. Deputise for the Senior Managers when required and make decisions on their behalf in the best interest of the team and wider CS department.

Key relationships (internal and external)

Close working with other Customer Services teams such as Omnichannel, Reporting and Training. Strong collaboration with senior platform technology colleagues, product owners, sales and product teams. Strong collaboration with the CS business partner role for their product area(s). Third parties and both internal and external technology partners for issue escalation and resolution.

Role impact (people, policy, financial)

Budgets

(over which you hold direct or indirect management responsibility. Please exclude headcount) Income (that role is responsible for delivering or makes direct contribution to delivery of) Click or tap here to enter text. Direct costs (budgets set and controlled by post holder) None Indirect costs (post holder authorises spending on budget, delegated by budget holder) None

People

(The number and grades of colleagues you manage) Up to 10 direct reports. May include matrix/task management of additional staff in other locations in a solid / dotted line reporting set up, depending on the individual position or location.

  • Line management experience including interviewing, coaching, performance and absence management.
  • High level of English (C1 or above).
  • A good overall level of IT knowledge with the ability to diagnose issues and coach others to do the same.
  • The ability to produce and present sets of data quantifying performance against agreed targets.
  • Well-honed influencing skills to ensure the best outcome for the team and customer in cross- functional negotiations.
  • Ability to plan workloads in both the short and long term in order to meet inflexible targets.
  • Excellent oral and written communication skills.
  • Excellent presentation and facilitation skills.

Key competencies (values or organisational values)

  • Collaboration: recognises the value brought by others and readily collaborates with their peers and others in the business to deliver the best outcomes for customers.
  • Empowerment: Empowers others to deliver in their roles, to develop as individuals and to have satisfying careers with the organisation.
  • Proactive: identifies improvement opportunities, brings these to the fore and routinely challenges the status quo.
  • Responsibility: Ability to stay open-minded, listen and learn from feedback from others. Delivers reliably and holds others to account to do the same.

Key competencies (functional)

  • Great knowledge of and experience using Office applications and other online collaboration tools
  • An all-round knowledge of the CUPA product and system portfolio
  • Expert-level knowledge and understanding of customer handling or ticketing systems such as Zendesk.
  • An understanding of, or the ability to quickly gain knowledge of, the commercial context for the Customer Service, partner and customer landscapes.

Key competencies (leadership)

  • Achieving - being responsive, decisive and accountable to further our mission
  • Inspiring - role models optimism, motivation, authenticity
  • Inclusive - curious, open minded, and ready to learn from others
  • Trusted & trusting - enables individuals, teams and organisations to collaborate with integrity
  • Confidence with humility - has confidence in their abilities, with the willingness to learn and adapt Matt Frowe Alberto Aguilar Presentation Tests: C1 – Test will be conducted. ERAcu.