Job Description

Role Introduction
Lead a high-performing support team to consistently deliver outstanding customer service, while developing team capability, driving operational excellence, and advancing strategic goals such as CSAT, NPS, First Contact Resolution, and self-service adoption. Act as a coach, strategist, and escalation point to ensure efficiency, quality, and a culture of ownership.
What You Will Do

• Build and manage a team of Support Associates, Consultants, and Senior Consultants to consistently exceed KPIs such as CSAT (85%+), FCR, and SLA adherence.

• Foster a culture of ownership, collaboration, and continuous improvement. Coach team members in communication, technical investigation, and support excellence.

• Identify recurring customer issues through data analysis and eliminate root causes through process, tooling, or knowledge improvements.

• Own and enhance knowledge strategy, ensuring accurate, timely, and customer-centric content to drive self-service effectiveness.

• Serve as a trusted escalation contact for high-priority issues, ensuring timely resolution and mitigation of customer impact.

• Represent the team in cross-functional meetings (Product, Engineering, Customer Solutions), using customer data to influence product and service decisions.

• Maintain full compliance with ISO9001-aligned quality standards, internal policies, and data governance, while enabling innovation and continuous improvement.
• Create a sustainable talent pipeline by identifying and developing emerging leaders within the team.

#LI-MP1
What You Will Have

• Customer Focus: Resolves internal and external obstacles to excellent service; adapts quickly to feedback.
• Builds Effective Teams: Creates psychological safety and ownership across team; aligns team around shared goals.
• Manages Complexity: Breaks down high-volume and high-impact issues to solve root causes effectively.
• Plans & Aligns: Prioritizes work across people and time; eliminates bottlenecks.
• Communicates Effectively: Shares updates, insights, and expectations clearly; fosters open dialogue.
• Instills Trust: Models integrity, transparency, and high ethical standards in decision-making.

What We Do For You

• Wellbeing focused Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral.
• Annual Leave 20 days of annual leave, plus public holidays
• Employee Assistance Programme Free advice, support, and confidential counselling available 24/7.
• Personal Growth Were committed to enabling your growth personally and professionally through development programmes.
• Life Insurance - 2x annual salary
• Personal Accident Insurance - providing cover in the event of serious injury/illness.
• Performance Bonus Our Group-wide bonus scheme enables you to reap the rewards of your success.

Who We Are
OneAdvanced is one UK's largest providers of business software and services serving 20,000+ global customers with an annual turnover of xc2xa3330M+. We manage 1.5 million 111 calls per month, support over 2 million Further Education learners across the UK, handle over 10 million wills, and so much more. Our mission is to power the world of work and, as you can see, our software underpins some of the UK's most critical sectors.
We invest in our brilliant people. They are at the heart of our success as we strive to be a diverse, inclusive and engaging place to work that not only powers the world of work, but empowers the growth, ambitions and talent of our people.
To learn more about working at OneAdvanced please