Location: Burton on Trent (close of city centre)
Contract: Permanent
Salary: £34,000 progressing to £37,000 following successful completion of the company probation period
Hours: 40 hours per week, Monday to Friday – 8am until 4pm
Role Overview:
We have a new and exciting opportunity, working within our friendly Remote Support team in our modern office space close to Burton city centre, for a Remote Support Team Development Supervisor.
As the Remote Support Team Development Supervisor, you will be responsible for application of the internal operations training platform to oversee the ongoing training, development and review of the Remote Support team, ensuring consistent progression and development of the training platform.
You will coordinate a team of Remote Support Agents to deliver monthly reviews, ensuring that the team are equipped with the right skills and knowledge necessary to deliver exceptional service in a fast-paced and technical environment.
Additionally, you will have ownership of technical triage scripts (SIPs), which guide the team in triaging service incidents. This includes monitoring the correct application of SIPs, developing and updating existing SIPs and creating new SIP documents in conjunction with the Problem Management team.

Key Responsibilities:

• LEAD TRAINING INITIATIVES:Develop and execute training programs using the internal operations training platform to enhance the skills and knowledge of the Remote Support team. Ensure training materials are up-to-date and align with industry best practices.
• COORDINATE TRAINING, ASSESSMENT AND DEVELOPMENT:Coordinate a team of agents responsible for conducting training sessions and applying performance reviews. Provide guidance and mentorship to ensure effective delivery of training and coaching.
• MONITOR AGENT PERFORMANCE:Utilise the internal operations training platform to track agent performance and assess their proficiency in troubleshooting, issue resolution and technical support. Regularly review agent performance to identify areas for improvement and implement corrective actions as needed.
• DEVELOPMENT REVIEW APPLICATION:Coordinate with agents to ensure consistent and accurate application of the development programme reviews. Monitor feedback and assist with analysing performance metrics to guide continuous improvement efforts.
• OWNERSHIP OF TECHNICAL TRIAGE DOCUMENTS (SIPS):Take full ownership of SIP triage documents, which define the standard process for triaging and progressing service incidents. Ensure these documents are comprehensive, clear, and accessible for all agents.
• MONITOR CORRECT APPLICATION OF TRIAGE DOCUMENTS (SIPS):Regularly monitor the correct application of SIP triage documents by agents, ensuring that fixes are being implemented as per documented procedures. Conduct audits and spot checks to verify compliance.
• DEVELOP AND UPDATE TRIAGE DOCUMENTS (SIPS):Continuously review, update, and improve existing SIPs based on feedback from the team, new fixes, and lessons learned. Collaborate with technical teams to ensure that SIPs reflect the most current solutions and troubleshooting methods.
• ONGOING DEVELOPMENT:Ensure the Remote Support team are regularly updated with new product knowledge, technical skills, and procedural changes relevant to Inspired systems and IT support. Develop and execute ongoing professional development plans.
• CREATE AND MAINTAIN TRAINING MATERIALS:Collaborate with cross-functional teams to develop and update training content that is relevant to agents’ needs. Ensure materials are clear, comprehensive, and easily accessible.
• REPORTING AND DOCUMENTATION:Prepare regular reports on training progress, team performance, and review outcomes. Provide detailed insights and recommendations to the Remote Support Manager for improving the training processes and overall team performance.
• CONTINUOUS IMPROVEMENT:Stay informed about industry trends, new training methodologies, and tools that could enhance the effectiveness of the training program. Implement continuous improvement strategies to ensure the team is well-prepared to handle technical challenges.
• Supervision:

Act as a point of supervision and escalation for the combined Remote Support team. Proactively seeking to provide employee support at all levels and reacting to escalations from the team, customers, other internal departments and management.

SKILLS AND EXPERIENCE:

• 3+ years of experience in a training and development role, preferably within a remote IT support or technical training environment.
• Experience using training systems for performance tracking and development.
• Previous experience supervising a team of trainers or senior agents is highly desirable.
• Experience in creating and managing training documents / triage scripts is a plus.
• Proven ability to direct and motivate a team, providing guidance and feedback that fosters a culture of continuous learning and improvement.
• Strong interpersonal skills with the ability to build relationships and communicate effectively with agents and senior leadership.
• Excellent communication and presentation skills.
• Strong organizational and time-management abilities.
• High attention to detail with a focus on continuous improvement.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.

• LEAD TRAINING INITIATIVES:Develop and execute training programs using the internal operations training platform to enhance the skills and knowledge of the Remote Support team. Ensure training materials are up-to-date and align with industry best practices.
• COORDINATE TRAINING, ASSESSMENT AND DEVELOPMENT:Coordinate a team of agents responsible for conducting training sessions and applying performance reviews. Provide guidance and mentorship to ensure effective delivery of training and coaching.
• MONITOR AGENT PERFORMANCE:Utilise the internal operations training platform to track agent performance and assess their proficiency in troubleshooting, issue resolution and technical support. Regularly review agent performance to identify areas for improvement and implement corrective actions as needed.
• DEVELOPMENT REVIEW APPLICATION:Coordinate with agents to ensure consistent and accurate application of the development programme reviews. Monitor feedback and assist with analysing performance metrics to guide continuous improvement efforts.
• OWNERSHIP OF TECHNICAL TRIAGE DOCUMENTS (SIPS):Take full ownership of SIP triage documents, which define the standard process for triaging and progressing service incidents. Ensure these documents are comprehensive, clear, and accessible for all agents.
• MONITOR CORRECT APPLICATION OF TRIAGE DOCUMENTS (SIPS):Regularly monitor the correct application of SIP triage documents by agents, ensuring that fixes are being implemented as per documented procedures. Conduct audits and spot checks to verify compliance.
• DEVELOP AND UPDATE TRIAGE DOCUMENTS (SIPS):Continuously review, update, and improve existing SIPs based on feedback from the team, new fixes, and lessons learned. Collaborate with technical teams to ensure that SIPs reflect the most current solutions and troubleshooting methods.
• ONGOING DEVELOPMENT:Ensure the Remote Support team are regularly updated with new product knowledge, technical skills, and procedural changes relevant to Inspired systems and IT support. Develop and execute ongoing professional development plans.
• CREATE AND MAINTAIN TRAINING MATERIALS:Collaborate with cross-functional teams to develop and update training content that is relevant to agents’ needs. Ensure materials are clear, comprehensive, and easily accessible.
• REPORTING AND DOCUMENTATION:Prepare regular reports on training progress, team performance, and review outcomes. Provide detailed insights and recommendations to the Remote Support Manager for improving the training processes and overall team performance.
• CONTINUOUS IMPROVEMENT:Stay informed about industry trends, new training methodologies, and tools that could enhance the effectiveness of the training program. Implement continuous improvement strategies to ensure the team is well-prepared to handle technical challenges.
• Supervision