Technical Support Team Leader

We’re looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow.

Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them.

What does Access offer you?

We offer a blended approach to office working, encouraging you to collaborate and connect in one of our thriving offices. We deliver on what we say, taking the development of our people seriously. We’ll work with you to progress your success plan and provide opportunities to accelerate your career.

On top of a competitive salary, our wellbeing days taking you to 25 days leave a year and a health contribution, you’ll also be able to choose from a range of benefits to suit you. We’re an organisation that likes to give back, so you’ll also have three charity days allocated to support a cause that matters to you.

About you:

Someone who brings clarity and steadiness to a busy support environment works well in this role. Coaching others, resolving complex issues, and collaborating across teams all come naturally. Clear communication, strong organisation, and the ability to shift priorities without losing focus are key strengths. Above all, there is a genuine commitment to delivering a reliable, high-quality experience for both customers and colleagues.

Day-to-day, you will:

• Mentor and coach Technical Support Engineers to provide customers with exceptional Help Desk support; including prioritising assigned workflow, monitoring and resolving issues and incidents, and ensuring accurate and timely documentation of all requests and outstanding issues
• Ensure that customers experience exceptional service levels by proactively liaising with other internal departments to solve problems and provide seamless support
• Assist with escalations and incidents, along with the Payroll Support Manager, effectively as appropriate, liaising confidently with customers to clarify details and enable accurate problem definition
• Contribute to product direction by proactive feedback of software defects and/or enhancement requests to the Software Development teams, communicating business consequences of defects and participating in product functionality testing as required
• Maintain appropriate systems, accounts and registers to ensure data is quality and accurate and updated in a timely and accurate manner based calls to and responses from clients
• Develop and maintain close working relationships with other key internal stakeholders
• Ensure the quality of Payroll Support meets our high Customer Service standards by delivering against and exceeding team performance, SLA’s and other KPI’s
• Take initiative and support continuous improvement of our customers experience by proactively identifying and researching potential challenges and devising solutions
• Represent Access at customer meetings and presenting a positive professional image.

Your skills and experiences might also include:

• A solid experience of service delivery, ensuring customer needs are identified and the expected outcomes delivered
• You are a role model for best practice and actively promote it. You deliver value to the business, effectively, efficiently and to a high standard.
• You are flexible and pragmatic with an ability to self-plan and respond to shifting priorities with a strong delivery focus.
• Ability to grasp new contexts, think beyond traditional solutions and challenge the status quo.
• A strong communicator, confident, clear and warm with a flexible and constructive approach to customers and to the team alike.
• You work at pace, are goal orientated and have a strong delivery focus.

What are we all about?

The Access Group is one of the largest UK-headquartered business management software providers. It provides solutions that empower more than 160,000 small and mid-sized organisations in commercial and non-profit sectors across Europe, USA and APAC, giving every employee the freedom to do more of what's important. Its innovative cloud solutions and integrated AI software experience across multiple Access products transform how business technology is used.

With over 9,300 talented individuals driving innovation and customer excellence, we’re shaping the future of work. And we want you to be part of it. At Access, people are at the heart of everything we do. We’re committed to creating an inclusive, high-performing culture where everyone feels valued, respected, and empowered to thrive. If you’re excited about this role - even if your experience doesn’t tick every box - you might be exactly who we’re looking for.

We believe in equality for all and the transformative power of diversity. So why not join our vibrant team, where you can love what you do, love how you live, and most importantly, be authentically you?

Let’s make a difference together.

Love Work. Love Life. Be You.