Team Leader

"At Klipboard we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work."

Klipboard provides specialist software, services and support to deliver fully integrated trading and business management solutions to companies in the distributive trade – wherever they are in the world. With a unique depth of knowledge and experience in ERP/SaaS solutions, Klipboard has a wide range of clients includes wholesalers, distributors, merchants and retailers from small traders to multinational enterprises. Klipboard has offices in the UK, Ireland, The Netherlands, South Africa, Kenya and North America. Our mission is simple: to design and deliver high performance, integrated ERP solutions that enable our distributive trade customers to source effectively, stock efficiently, sell profitably and service competitively

• The Support Team Leader’s main duties will be to:
• Support Customers with problems and queries relating to the KerridgeCS application software
• Accurately resolve complex problems using investigative and analytical skills
• Identify and replicate problems that require a software change by Development
• Work as part of the Support Team
• Work with other departments to provide solutions to the Customer
• Manage all aspects of the day-to-day operation of a Team of Application Support Analyst’s
• Ensure the Team provides Customers with an efficient, professional high quality Support service in accordance with the Service Level Agreement
• Assist Support Team to resolve problems and queries
• Build and develop good relationships with Customers and other KCS departments
• Support, motivate and develop Support Team
• Ensure Support Team receive the necessary training
  
  

Key Responsibilities:

• The Support Team Leader’s main duties and responsibilities will be:
• Ensuring that the Team provides an efficient high quality Support service in accordance with the Service Level Agreement
• Pro-actively taking an overview of the Support service provided by the Team, addressing any issues as necessary
• Monitoring the Teams call’s on a regular basis and in particular …
• Ensuring that the incoming call queues are monitored and actioned effectively on a regular basis
• Reviewing all Team member’s calls on at least a fortnightly basis and offering guidance and advice where necessary
• Ensuring the workload is evenly distributed amongst the Team and the Team member’s undertake a wide variety of calls
• Ensuring the Team provides effective correct and prompt call resolutions, and keep old calls to a minimum
• Identifying personnel with specific training needs or with the potential to develop further, and implementing a training plan
• Developing the Team member’s so they can also undertake chargeable or after sales work including Suppoprt standby and Customer training
• Ensuring the Support Analyst’s work together as a Team and adopt a more pro-active approach to handling Support calls and building good Customer relationships
• Ensuring that the Team provides the appropriate Consultancy assistance to the KCS foreign offices and other KCS departments, for example the Implementation Team
• Ensuring the Team follows and applies the standard Commercial Software Support Procedures and Practices
• Pro-actively and regularly reviewing the skill base and composition of the Team to ensure the optimum service is delivered, making best use of resources and recommending changes as appropriate
• Alerting the Assistant Manager as necessary regarding any Team issues or problems, and dealing with these when appropriate
• Pro-actively undertaking a wide variety of Support calls, other Support work and after sales work following the correct procedures and practices
• Continually and pro-actively acquiring and retaining knowledge of KCS products and systems and encouraging other Support personnel to do this
• Pro-actively adding to and using the Support tools such as Intranet to gain and share knowledge and encouraging other Support personnel to do this
• Improving relationships with Customers, and when necessary acting as a key contact for Customers, preparing for and attending meetings as required
• Effectively handling complaints and call escalation requests from Customers, referring any serious complaints to the Assistant Manager
• Work with the other Team Leaders and Assistant Manager to ensure that a consistent approach is adopted to support at all times by all members of the Support Team’s
• Pro-actively analysing the work undertaken by Support and identifying ways in which repetitive calls can be reduced or eliminated
• Assisting the Management Team to review internal Support procedures and revise or develop new Support procedures, ensuring that all Support personnel are aware of these
• Assisting the Assistant Manager to recruit new Application Support personnel
• Alerting senior personnel and the Management Team as necessary regarding any sensitive Customer issues
• Taking the initiative and identifying ways in which the Support service and/or Support procedures can be improved and work with the Management Team to implement new initiatives
• Undertaking any other projects as required by the Assistan Manager, Application Support Manager or the Chief Operating Officer
  
  

Job Function Competencies

( Please detail 3 min or 6 max competencies. These will be used in the appraisal forms )

• Motivate and lead the Team
• Assist the Team with complex problems
• Assist the Team to prioritise workload
• Analyse workload as required (by individual, by Customer, by module etc)
• Identify Team training requirements
• Identify areas for improvement and make recommendations
  
  

Skills, Knowledge And Experience:

Experience and/or Qualifications Required

Essential

(Educational/vocational qualifications, technical skills, commercial work experience)

• Extensive experience in a Customer-focused role in a service-oriented environment
• A good knowledge of the Support Team procedures and practices
  
  

Desirable

• In depth knowledge of KCS Application Software
• Experience of mentoring and/or assisting to develop Support personnel
  
  

Personal Skills Required

(Soft skills such as communication, presentation, personal attributes.)

Essential

• Strong leadership, motivational and coaching skills
• Ability to talk to all levels of Customer’s (from end user to Directors)
• Possess good investigation skills to tackle unfamiliar problems using previous experience within the role
• Systematic and logical approach to problem solving
• Good written and verbal communication skills
• Be professional, organised and be able to prioritise and manage workload
• Adaptable, positive and pro-active
• Able to work under pressure
• Calm under pressure
• Strong customer service skills
  
  

Desirable

Good listener

Interview Preparation

As most of the trade team are based in the South African offices, candidates applying for this role should prepare to elaborate on how they would manage the South African team members, should the candidate be called for an interview.

Company Info

You may also have seen from our recent posts that we are excited to begin sharing our new company name – Klipboard. Kerridge Commercial Systems (KCS) is becoming Klipboard and our new brand is designed to bring together our expertise across distribution, automotive, retail, rental, transport management, manufacturing, and field service management. We have offices based across the world and we are looking for talented individuals to join our growing teams. Due to our growth over the last few years it is an exciting time to join us as we enter our next chapter! At Klipboard we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work."

Equal Opportunities

As a global company, we value and respect the diversity of our workforce, aiming to empower everyone to embrace each other's differences. We are committed to creating an inclusive workplace where diversity, equity, and inclusion are integral to our company and culture. We recognize the benefits of a diverse workforce, where creativity and valuing differences enable us all to thrive and sparks innovation.

If you require any help, adjustments and/or support during the interview and offer process then please advise our TA or HR team.

Research shows that women and other underrepresented groups are less likely to apply for a role unless they meet every listed requirement. However, we recognise that skills and experience come in many forms, and we encourage you to apply even if you don’t meet every criterion. If you are passionate about this role and believe you have the right mindset and transferrable skills, we would love to hear from you!

To all recruitment agencies: Klipboard does not accept agency speculative resumes. At present we only accept CV’s from Agencies on our PSL who have been assigned specific position/s. Please do not forward resumes to our careers site or direct to Klipboard employee as this does not constitute an introduction and Klipboard retrospectively will not be liable for any candidate ownership or fees related to unsolicited resumes