Customer Support Team Lead

Customer Support Team Lead

Reports to: Head of Customer Support Services

Location: Hybrid - Newmarket - 2-days on-site, 2-days WFH

Hours: 8:30am - 5:00pm with 30 minutes for lunch - across a 4-day week (no salary sacrifice)

Salary: £30,000 - £35,000

Working pattern: 9-12 month contract - Maternity cover

Product: Wonde

Who we are and what is important to us:

Beyond unifies three technology-driven brands, Wonde, Evouchers and Secure Schools.

Each brand shares a vision to reduce the friction of adapting technology, to help customers navigate an often overwhelming area and provide powerful solutions that make their everyday life easier.

The three brands run independently with the autonomy to continue to prosper although as part of the Beyond team, you’ll join a wider, supportive environment where you’ll be able to pull on the expertise and capabilities of the group.

We do not limit ourselves to standing still. We look ahead and strive to disrupt the sector we operate in. We believe technology should not be complicated or overwhelming. It should do what it says - quickly, safely and efficiently.

Who Wonde is:

Wonde revolutionises the educational landscape by providing an advanced cloud-based data management solution tailored for over 30,000 schools worldwide. Through cutting-edge technology, we empower educational institutions to streamline and optimise the way they handle and distribute their data to third-party applications.

By leveraging Wonde's innovative platform, schools can efficiently manage vast volumes of information critical for administrative tasks, academic planning, and student support services. This streamlined approach allows schools to prioritise student learning with ease.

Job snapshot:

As Customer Support Team Lead, you will use your proven background in customer service and management to oversee our communications department. Your main responsibilities will include ensuring our team delivers exceptional service to our customers and managing the installation of Wonde’s software.

We're looking for someone who loves supporting others and can be a cultural champion, promoting best practices within the team.

What you’ll be doing:

• Create and champion an elite culture by investing in our people and leading by example.
• Develop and adopt best people & engagement practices to drive team performance.
• Conduct 1:1 meetings to set goals and initiatives, enhancing employee performance, job satisfaction and career development.
• Be the first point of contact for any communication queries and requirements.
• Drive and implement processes that support a customer-first environment in addition to internal effectiveness.
• Support the Training & Quality coordinator in creating and delivering training to enhance the team's knowledge and skills.
• Support Account Manager colleagues in enhancing their communication skills and actively participate in communication-focused meetings.
• Attend Account Manager and Development meetings, and provide detailed reports on key discussions, decisions, and action items.
• Update internal and external documentation related to the communications team.
• Support the head of customer support services with ad hoc projects and duties
• Work closely with the Lead Technical Support Advisor to ensure team alignment

Requirements

What we’re hoping you’ll bring:

• Previous experience in a management role with a proven track record in creating and supporting a diverse team and environment. (Ideally within Tech/similar industries).
• A people-focused mentality with a discrete and confidential manner.
• The ability to provide feedback effectively and in a tactful manner.
• Ability to build relationships and establish credibility with internal and external stakeholders.
• The capability to problem-solve in an efficient and effective manner.
• Strong organisational skills with the ability to prioritise workload against individual and team deadlines.
• A natural cultural champion who promotes teamwork and collaboration.
• The ability to think outside of the box and offer innovative ways of working and solutions that meet the needs of the team and customers.
• Ability to coach and influence a team through new ways of working.
• Natural in identifying and approaching new ideas.
• Ability to prioritise workflow and ensure deadlines are met.
• Ability and desire to learn in an ever-changing environment.
• Exceptional written and verbal communication skills, with the ability to convey information clearly and concisely.

What to expect in the hiring process:

1. Exploratory Telephone Conversation with the Talent Team: A relaxed discussion to explore mutual expectations, including culture fit, background, and interests.
2. Second Interview with the Hiring Manager and Talent Manager: Virtual conversation focused on skills and experience
3. Final Interview with Hiring Manager and Talent Manager: Face-to-face conversation and exercise-driven

Benefits

What you'll get:

Beyond is much more than just a place to work. It is a place to grow, innovate, excel and learn. We have tech people, creative people and people people, all focused on providing a superior customer experience.

We value, support and champion those we work with - promoting personal growth and happiness. We get that our success is dependent on the collective energy, intelligence and contributions of all our team members and we are committed to ensuring our work environment is the best it can be.

We value your commitment and have worked hard to create adaptable and comprehensive benefits packages to suit individual needs, although you can expect the below as standard:

• 4-day working week
• Flexible working schedule/work-from-home opportunities
• Onsite gym facilities
• Annual personal and professional development budget
• Buying and selling holiday scheme
• Additional holiday for length of service
• Annual allowance for volunteering days
• Onsite trained mental health and well-being champions
• Monthly lunch club (on us)
• Comprehensive wellness programmes (think meditation retreats and continuous access to well-being apps/initiatives)
• Enhanced maternity, paternity and adoption benefits
• Electric car scheme
• Cycle to Work Scheme
• Eye examination scheme
• Financial contribution to the set up of work-from-home environments
• Use of new and leading technology in the form of Apple products
• Frequent company-funded social events
• Office closure between Christmas & New Year
• Access to continuous learning and development opportunities
• Comprehensive employee referral scheme
• Casual Dress Code

In addition to the above, you’ll have access to our ‘take your pick’ benefits scheme, which is tailored specifically to you and includes:

• Enhanced pension payments
• Retail vouchers
• Private medical insurance
• Dental plan

If you're selected, we'll guide you through the following checks as part of our offer process:

1. DBS Check: Verification of criminal records.
2. Right to Work: Confirmation of legal work eligibility.
3. References: Automated verification based on HMRC records.

We're excited about finding the right person for this position! With the dynamic market conditions, we're not setting a fixed application deadline. We encourage you to apply as soon as possible, as we'll be filling the role once we find the perfect match.

At Beyond, we celebrate diversity and are committed to being an equal-opportunity employer. We welcome candidates from all walks of life. If you need any accommodations during the application process, please don't hesitate to call or email us.