We’re looking for an experienced and motivated individual to step into the role of Head of Customer Support at iHasco for a 12-month maternity cover. This role is all about keeping our support operations running smoothly, ensuring our customers continue to receive an outstanding experience, and supporting the development of our team. You'll play a key role in driving continuous improvement and ensuring the team is operating efficiently.
The Role
As Interim Head of Customer Support, you’ll be responsible for leading a high-performing team of Customer Support and Tech Support members, ensuring they have everything they need to deliver top-tier support. You’ll be the go-to person for operational decisions, team development, and making sure our support function is aligned with business needs.
We’re looking for someone who is passionate about customer service, enjoys solving problems, and can keep everything running seamlessly while maintaining a positive team culture. You’ll report to the Customer Success Director and collaborate closely with other leaders across the business.
Key Responsibilities
* Oversee the performance of the customer support team, providing guidance, feedback, and mentorship.
* Take over regular 1:1s to support individual development.
* Identify training needs and facilitate coaching or development opportunities, working with Client Success Director for approval and sign-off.
* Manage team coverage to ensure continuity during absences (e.g., leave, sickness), including jumping in and actively working phones, support tickets, and live chat to ensure a great customer experience.
* Monitor and approve holidays and sickness reporting on our HRIS.
Reporting & Metrics:
* Collaborate with the Operations team to gather key performance data for monthly reports.
* Track ticket volume and stats, call stats, and top support drivers, sharing insights with the team through support meetings, company meetings, and the company newsletter.
* Provide weekly round-ups to the support team based on last week’s stats and updates.
* Create updates for the monthly company meeting, including preparing a slide and presenting it.
* Contribute to the monthly newsletter with relevant updates and insights on support performance.
* Lead the monthly Customer Support team meetings, providing updates and discussing key metrics, challenges, and initiatives.
* Work with Client Success Director and the wider iHasco Senior Leadership team to provide reporting as needed.
Complaint Handling & Escalations:
* Manage and resolve the customer complaints inbox promptly and professionally.
* Record and update status of complaints within our Complaints Book.
* Oversee escalated cases, ensuring they are handled effectively and within company guidelines.
* Complete and submit client and supplier forms accurately and on time.
Cross-Functional Collaboration:
* Work with other departments to align the customer support team with broader business objectives, such as product releases and sales forecasts. Keep the team informed.
* Provide updates to the team as necessary in a platform that suits best (email, Teams, etc.).
* In-Office Presence: The role requires you to be in the office (Bracknell) including monthly company meetings. Flexibility and a willingness to attend meetings in person are key to staying aligned with the business.
* Proactivity & Hands-On Management: The ideal candidate will be proactive and hands-on in managing the team’s daily activities. You should be able to identify issues quickly, take action, and guide your team efficiently to maintain smooth operations.
* Practical Approach: While the focus is less on strategic projects, this role demands a practical, solution-focused approach to problem-solving and continuous operational improvements. You’ll be required to address challenges as they arise and drive improvements in day-to-day operations.
* Leadership & Decision-Making: Strong leadership and people management skills are essential, with the ability to confidently make decisions that balance both team needs and business priorities. You should be able to inspire and manage your team while aligning with company objectives.
* Escalation & Resolution: You should feel comfortable handling escalations and resolving issues, always maintaining a positive, solution-focused mindset. Your ability to manage these situations professionally and efficiently is crucial.
* Communication & Collaboration: Excellent communication skills are necessary to collaborate with teams across the business. You’ll be expected to maintain open lines of communication, providing clear updates and working closely with other departments to meet shared objectives.
This is a great opportunity for someone looking to step into a leadership role and gain experience managing a high-performing support team. If you’re interested, please reach out!
Job Types: Full-time, Fixed term contract - Monday - Friday 37.5 hours a week
Seniority level: Director
Employment type: Full-time
Industries: E-Learning Providers
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