Head of Product Support

7 months ago

Market Drayton, United Kingdom Culina Group Full time

**Company Description**
Following years of accelerated growth Culina Group is now a £2.2billion+ turnover business, employing over 22,000 staff, with a fleet of more than 5,000 vehicles. Culina Group operates from over 100+ depots across the UK and Ireland, serving more than 1,000 clients over its framework of chilled, ambient, contract packaging solutions and fresh and baked goods.

**Company Overview**

**Culina Group** is a leading UK 3rd party food & drinks logistics provider offering dedicated and shared user warehousing and distribution solutions.

At Culina we have a winning culture, we believe that our culture is one of the reasons our company continues to thriveA place where you're valued, challenged, and inspired

Due to continued growth, we are now seeking a **Head of Product Support** to join our IT Department at our **Rugby **site.

As Head of Product Support You will be responsible for building and leading a high-performing support team, developing and implementing strategies to maximize customer satisfaction, and driving continuous improvement across multi-domain support functions. This is an opportunity to play a critical role in shaping the customer journey and contributing to the overall success of our company.

This is a full time, permanent position working **Monday to Friday 9am to 5pm** offering a competitive salary and package with the opportunity to work for a forward thinking market leader.

**Job responsibilities of Head of Product Support include**:
Product Support
- Develop and implement a comprehensive support strategy aligned with business goals and customer needs.
- Oversee the product support process, ensuring timely resolution of user issues and inquiries related to our logistics and transport products.
- Prioritize and manage support tickets, coordinating with the support team to ensure efficient and effective problem resolution.
- Maintain a high level of customer satisfaction by providing excellent support services and addressing user concerns promptly.

Service Level Agreements (SLAs)
- Report on and communicate performance against SLAs to stakeholders, highlighting areas for improvement and proposing corrective actions.

Incident Management
- Lead the investigation and resolution of product-related incidents and outages, working

closely with cross-functional teams to minimize downtime and restore services quickly.
- Analyse root causes of incidents and implement preventive measures to reduce the likelihood of recurrence.
- Ensure that incident management processes align with industry best practices and adhere to agreed-upon service levels.

Team Management
- Lead and manage a team of product support specialists, providing coaching, mentoring and performance management.
- Allocate resources effectively, monitor workload, and provide guidance to team members to ensure optimal support delivery.
- Conduct regular performance evaluations, identify training needs, and facilitate professional development opportunities for team members.

Communication and Coordination
- Serve as a liaison between business users, development teams, infrastructure teams, and external vendors.
- Facilitate effective communication, coordinate activities, and manage expectations to ensure smooth collaboration and alignment across different teams.
- Act as a point of escalation for critical issues, ensuring timely resolution and effective communication to stakeholders. Continuous Improvement
- Identify opportunities for process improvements in product support, leveraging automation, tools, and best practices to enhance efficiency and effectiveness.
- Collaborate with development teams to provide feedback on product usability, stability, and performance, suggesting enhancements or bug fixes as needed.

**Qualifications**
- Proven experience in product support management, preferably within the logistics and transport industry.
- Strong technical background and familiarity with logistics and transport systems, databases, and software development life cycle.
- Excellent leadership and team management skills, with the ability to motivate and guide a team towards achieving common goals.
- Demonstrated experience in incident management, problem-solving, and root cause analysis.
- Deep knowledge of product support operations and processes.
- Strong customer service orientation with excellent communication and interpersonal skills.
- Familiarity with ITIL principles and best practices for IT service management.
- Proactive mind-set with a focus on continuous improvement and innovation.
- Excellent communication, interpersonal, and problem-solving skills.
- Data-driven approach to decision making and performance measurement.
- Ability to thrive in a fast-paced and dynamic environment.

**Additional Information**
As part of our drive to make **Culina Group** a great place to work. We are proud to be an inclusive and diverse organisation where we are committed to employee development and recognising success f

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