Head of Customer Experience

4 weeks ago

Reading, Reading, United Kingdom EKIM Consulting Full time
Job Title: Head of Customer Support

Salary: £70,000 plus benefits, Location Flexible

Our client, EKIM Consulting, is seeking an experienced Head of Customer Support to lead the Customer Support function and drive operational and organisational efficiencies.

Key Responsibilities:
  • Direct the Customer Support department to ensure its needs and resources are correctly prioritised, and outputs meet or exceed agreed targets.
  • Strategically drive operational and organisational efficiencies, and Continuous Improvement in customer experience.
  • Establish and have ownership of KPI, SLA and CSAT and other performance measurements, reporting these to senior stakeholders.
  • Manage relationships internally to forecast and minimise any potential disruption to the customer experience; and externally to ensure priorities and escalations are addressed.
Requirements:
  • Proven experience of driving positive change and improved performance in Customer Support in a similar post in a fast-paced, competitive environment, ideally in a SaaS environment.
  • First-class leadership skills with an ability to inspire others.
  • Excellent communication skills, with the ability to build strong relationships.
  • Resourceful, delivery focused and results-driven.

This role can be based anywhere in the UK but will require frequent travel to the client's offices in the Thames Valley and North East.

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