Summary and Purpose

The Whitespace Platform went live in August 2019. It is a truly digital platform used by brokers and underwriters in the London market to agree the terms of insurance contracts, including writing and signing lines and issuing endorsements.

We place a premium on meeting our customers' high expectations of our products, maintaining our excellent service level track record and helping customer get the best experience, both through direct assistance and pointing them in the direction of the growing self-service capabilities of the Platform.

The Business Support Manager has responsibility for managing the day to day running of a group of Platform Support Analysts, ensuring they deliver an exceptional support service to all our clients.

The role will normally be based in our office in Bishopsgate, London, although at present the team is also working from home. Part-time working remotely can be accommodated. The Support Desk operates on a rota system between 8am and 7pm Monday to Friday. We will consider both full-time and part-time applicants.

Main Duties

• Managing day to day running of helpdesk
• Providing an escalation-point for clients
• Continuous improvement of the support process
• Ensuring Platform service and incident SLAs are met
• Assisting the Platform Support Manager with recruitment / Resource planning
• Provide Structured objectives / Mentoring / Performance Reviews for members of the team
• Line management duties including annual reviews, objective setting, personal development planning, succession planning, etc.
• Ensure team members are motivated and have the right level of training to do their job
• Manage personal growth of team members
• Service reporting to Account Managers / Service Delivery Managers & clients
• Ensure client benefit is at the heart of everything we do
• Ensure that data security and data privacy corporate guidelines and processes are followed
• Be supportive of product development and product strategy initiatives.  Assist product teams, COO and architects in implementing the business vision
• Assisting our busy teams of analysts and developers in maintaining and resolving issues in the development and test environments
• Ensure department processes are documented and adhered to.  Ensure knowledge is captured, protected and shared accordingly
• Identify, manage and mitigate the risks that exist in the department/team (operational