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 your bag? If so, please read on.
You will take responsibility for leading and managing all the customer support functions with the group, which currently consists of a team of over 20. Developing and implementing strategies will be at the core of what you do, ensuring that the team continuously improves processes to enhance the customer experience. You will analyze reasons why certain tickets arise and put processes in place to reduce them by implementing effective procedures for customers. Additionally, you will be the escalation point for any issues that may arise.
You will be a forward-thinking individual, identifying issues before they occur and fostering this mindset within the teams. You will oversee and ensure that all SLA’s and KPI’s are monitored and measured to maintain the team’s performance on target. Experience managing a team is essential. Collaboration will be key as you liaise with cross-functional teams to address customer issues and prioritize feature requests.
Experience required:
1. Prior experience in a leadership role overseeing customer support or service functions
2. A solid understanding of customer support best practices
3. Ability to analyze data and identify trends and insights
4. Experience working with CRM systems
5. 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.
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