Head of Customer Support Operations

3 weeks ago

Birmingham, United Kingdom Cactus Search Full time

The Head of Customer Support Operations is a senior role within our client and requires a customer centric individual to lead the growing team of customer service and 1st line tech support teams in a very busy Telecommunications provider.
 
For this role we are seeking an individual who has a background in telephone based Customer Service and 1st line Tech Support, providing support on VOIP solutions, connectivity, mobile contracts etc
 
The customer support teams are responsible for the overall service provided to customers, whether this is the onboarding of new customers to the in-life servicing of existing customers, our clients aim is to build strong relationships with our customers whilst creating a great experience at every opportunity. To achieve this the Head of Customer Support Operations will work closely with the Head of Sales, Head of Field and the rest of the SLT to identify any issues, review our customer processes, manage incidents, work to reduce customer churn plus own other customer impacting activities.

The Head of Customer Support Operations will be responsible for all inbound customer queries and issues with this team acting as the 1st line support to the customer base. By improving process and looking at opportunities for our customers to self-serve the team should be measuring their 1st time resolution times, that all SLAs are achieved and working closely to other internal teams to create a great customer experience.

This role will involve working closely with our IT Operations and Infrastructure teams to ensure improvements in customer experience

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