Role: Head of Customer Support

Location: Derbyshire

Working Arrangement: Hybrid after probation

Salary: Up to £75K

Are customers at the forefront of your mind in a role? Managing a team that offers excellence to your bag? If so, please read on.

You will take responsibility for leading and managing all the customer support functions with the group; this currently consists of a 20-plus team. Developing and implementing strategies will be at the core of what you do, ensuring that the team are continuously improving processes to enhance the customers’ experience. You will be able to look at reasons why certain tickets arise and put processes in place to ensure that tickets are reduced by implementing procedures for customers. Not only this you will be the escalation point for any issues that may arise.

You will be a forward-thinking individual identifying issues before they even occur and creating this mindset within the teams. You will be overseeing and ensuring that all SLA’s and KPI’s are monitored and measured to ensure that the team’s performance is on target. Experience in managing a team is essential. Collaboration will be your middle name as you will be liaising with cross functional teams in order to address any customer issues and prioritise any feature requests.

Experience required:

Prior experience in a leadership role overseeing customer support or service functions
A solid understanding of customer support best practices
Ability to analyse data and identify trends and insights
Experience working with CRM systems
A great track record of driving customer satisfaction, retention and loyalty

If this sounds like the role for you, please get in touch.

We welcome diverse applicants and are dedicated to treating all applicants with dignity and respect, regardless of background.

Ref: 3026290