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This role manages Thomson Reuters product support for customers relating to Thomson Reuters Digita and Thomson Reuters ONESOURCE products.  These are tax and accounting compliance software solutions that enable professional firms and corporate organizations to remain compliant with tax and accounting requirements. Our software solutions help our customers achieve increased automation and accuracy within their workflows, while maximizing efficiencies within their organisations.   The manager oversees customer inquiries from our United Kingdom and other European customers.  The manager works closely with peer managers across the globe and with both product management and marketing.    

ABOUT THE ROLE

Customer Service Experience Improvement

Reduce Customer Effort

• Ensure contact center representatives create loyal customers by helping customers solve their problems quickly and easily through clear escalation processes and by providing internal help desk assistance to contact center reps who are assisting customers

• Identify and bring forward internal barriers to customer satisfaction and first contact resolution, including utilizing and analyzing data in a clear and concise manner

• Executes and develop programs and strategies that allow reps to stay abreast of changing product features and technical workarounds

• Interface directly with customers on escalated issues and complaints and provide coaching to team on complex customer and product issues.

Talent Management

• Manages a team of customer support representatives and team leader(s)

• Coach staff to deliver excellent customer service.

• Provide professional development opportunities and programs to keep employee engagement high

Functional Planning & Execution

• Build out product support team site in Gdańsk working with other managers from Support & Service based in Gdańsk .

• Collaborate with Workforce Management and Training teams to deliver on service levels and staffing plans

• Ensures that escalated, complex and high-profile customer issues and technical problems are handled effectively through frequent review of team performance to department goals.  Interact with other teams and departments to obtain information, coordinate the use of resources and drive effective communication with clients.  Understand the roles and responsibilities in the business unit and department; engage resources at all levels as necessary   to drive timely resolutions to customer problems.

• Monitor and manage customer interactions for the team(s) to achieve customer satisfaction goals related to providing professional, courteous and knowledgeable service as measured via customer satisfaction surveys, aging, response and resolution times.  Handle customer dissatisfaction via direct and timely communication with the customer to resolve complaints or concerns.  Provide support account management and/or consultative support to high profile and/or customers in crisis as needed.

• Assist technical support directors in the day to day functioning of the contact center, including making suggestions and recommendations to optimize support, quality, routing, tools, policies, and department performance

• Work with the team to reduce the volume and time of outstanding service requests

• Provide site leadership for Customer Service & Support teams in Gdańsk as needed

• Maintain and improve key performance measures

• Reports to Vice President, Customer Technical Support

The manager’s team will provide support across the following products:

• ONESOURCE Statutory Reporting

• ONESOURCE Corporate Tax

• ONESOURCE Indirect Tax Compliance

• Digita Accounts Production Advanced

• Digita Company Secretarial

• Digita Personal Tax

• Digita Corporation Tax

• Digita Practice Management

• Digita Corporation Tax Advanced

• Onvio

The team will provide support to primarily UK and EMEA based customers.

ABOUT YOU

• 5-8 years technical support leadership with Prior roles leading larger teams of representatives within a contact center

• Prior people and project management experience required

• Exceptional customer service soft skills with expertise in troubleshooting and solving complex problems

Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

We are powered by the talents of 25,000 employees across more than 75 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward. 

Accessibility 

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

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More information about Thomson Reuters can be found on https://thomsonreuters.com.