Support Manager

Job Description:

Support Manager - Cunninghams EPOS Group

Cunninghams Epos Group is a leading national company specialising in the design and integration of software solutions for the Retail and Hospitality sectors. Our solutions include extensive Point of Sale capability, Stock Control, Online Table Bookings and Webstores. The company is continuously developing new products, features and functionality to meet the needs of our customers. We have national presence with regional offices in Kent, Birmingham, Bury.

With a mission to provide a full suite of solutions to our customers and become the supplier of choice, Cunninghams EPOS Group cherishes brand values of ambition, caring commitment and agility bound to a strong engineering base of technical competence.

Position:

Reporting to the Operations Manager with responsibility for the day to day management of the Support teams you will provide a consistently high level of support to the business and all clients in line with the defined service level agreements.

You will be highly motivated and a self-starter with a passion for Customer Support who enjoys the thrill of working in a challenging environment.

The Company promotes a cohesive working environment, where all employees should be prepared to help and assist with the work of teams other than their own, to ensure the best and most efficient service is provided to our customers. This culture enables opportunities for learning and development which should be embraced.

Flexibility will be required to work additional and varied hours when needed, and to stay away from home on occasion, with prior notice provided.

Job Responsibilities:

• Strive to achieve defined customer service levels and SLA’s, through delivery of effective management of the Customer Support function
• Track and evaluate service demands and resource patterns to maximise performance
• Monitor feedback and perform root cause analysis on recurring issues
• Build relationships with partners to ensure service levels are met and customer expectations are exceeded
• Developing customer service policies, procedures and standards
• Develop and introduce procedures that maximise opportunities with clients
• Build strong customer relationships and attend customer engagement site visits in line with company strategy
• Ensure that the appropriate escalation processes and procedures are in place and are communicated accordingly
• Plan and manage resources effectively to provide premium customer service to all clients
• As necessary, handle customer escalations and the complaint process
• Produce regular reports and presentations regarding the performance of the Customer Support, use this analysis to identify and drive improvements
• Attend and contribute to senior management meetings
• Liaise with other managers on issues affecting the whole Company and develop initiatives and procedures that improve the quality of service not limited to working with the Operations and Professional Services Manager to share resources between the teams
• Provide customers with support call analysis and recommendations as and when required
• Identify opportunities where our products can further benefit our customers.

People Management:

• Recruiting, training and developing the Customer Support team, motivating them to reach their full potential
• Accountable for the performance of the Customer Support team ensuring that key performance indicators are set, clearly communicated and regularly monitored
• Identify training requirements within the Customer Support team to ensure departmental objectives are met.
• Previous customer service management is required

Job Goals/Metrics * (* Targets are subject to change in line with business objectives, any changes will be communicated)

• Manage department & drive down call costs, where possible to agreed targets (Values, %’s and Ratios)
• Ensure that Maintenance COGS remain below the agreed target per month (on average)/per lane in the field
• Drive performance within the Support team towards achieving a Maintenance Ratio of 5:1 and a Hardware Maintenance Ratio of 4:2 or more
• Provide monthly analysis of software and hardware calls/visits with recommendations and actions for improvement
• Identify common hardware failures and create a plan to reduce them
• Develop a succession plan
• Create and implement training plans for team members
• Engage in regular customer calls or visits
• Promote Internally and externally, the resource centre and increase content accordingly
• Carry out quarterly customer contribution analysis identifying issues and actions to take to improve (examples include: average revenue per call, average revenue per site visit, net contribution)
• Drive to keep the number of open jobs below agreed target to be set with Operations Manager based on call volume/demand
• Create a plan for dealing with unexpected peaks in demand.
• Monitor the Out of Hours on both FM and Quantum to make sure where still offering the best service levels
• Maintain the data in the CRM/Ticketing system to obtain the best analytics.
• Maintain an in person approach to the office locations attending on a regular basis.

Job Qualifications, Skills & Experience:

• Proven Customer Service experience
• Proven ability to deliver clear focused business plans to meet company objectives
• Track record of delivering an excellent customer focused environment
• Experience within a software management company and knowledge of the EPOS industry would be advantageous
• Good time management, prioritisation and organisational skills
• Excellent interpersonal and communications skills
• Travel to customer sites and other locations across the UK, including remote locations and sometimes with the need to transport kit/equipment, will be a requirement of this role therefore a valid driving licence will be required.

Your Personal Characteristics will include:

• Strong analytical and problem solving experience
• Ability to manage potentially conflicting resources and priorities to deliver solutions to the business and our customers
• Excellent communication, organisational, motivating and planning skills
• Sound judgment and personal integrity
• Genuine interest in raising performance standards
• Champion for customer service, instilling confidence internally and externally
• Ability to work under pressure and prioritise effectively when dealing with conflicting demands
• Accurate, with high attention to detail
• Present a professional service and image to customers and colleagues at all times
• A flexible, “can do” attitude to work.

Business Unit: 

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Number of Openings Available:

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More About Jonas Software:

Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.

Jonas’ vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of ‘Software for Life’ and as an ambassador for technology, product innovation, quality, and customer service.

Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals.  Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa.  Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.

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