Head of Support

1 week ago

Milton Keynes, United Kingdom The One Group Full time

**Head of Support**

Joining the strategic management team at leading Software company with an excellent market share, you will manage support teams across multiple brands and shape/develop customer processes.

Whilst leading a team of 13 you will also have the chance to shape customer success processes including products demos and user forums. There’s an additional bonus of 15-20k for this aspect based on individual performance.

The support team takes over 8,000 tickets a year and spans 2 locations. There are team leaders in place at both sites you will work with on processes to support and enable you to focus more time on customers.

**Role/Responsibilities**

You are responsible for the performance, development and growth of our customer support team, reporting to the Chief Transformation Officer, and contributing to our Strategic Management Team

Reaching out to our market, engaging with our customers and representing us with user communities, sector associations and related events

Communication strategy and execution - internal and external

Our learning and development programme, including best practice, articles and knowledge base

Performance and support of staff, regular 1-1s, quarterly reviews and annual appraisals

Tracking Key Performance Indicators and SLAs

Process design, efficiency and effectiveness, staff structure and planning, practising continuous improvement (plan, do, review, act)

Co-ordinating, reporting and communicating with other departments including R&D (and our 3rd line team), Sales, Customer Success, Professional Services, Marketing, Finance, the SMT and the Board

Point of escalation for security incidents, client SLA breaches, service issues, and feedback

Encourage a culture of empowerment, within our business and with our customers

Engage with our community, across our business and with our customers and their representative groups

Innovate, taking ideas that create better processes, solutions and outcomes

Help us all evolve through continuous improvement; plan, deliver and implement, measure and check progress, review, learn and take action.
Competencies
Leadership - accountable for actions, maintains confidentiality, supports company values

Customer centric - anticipates and creatively meets customer needs and proactively addresses emerging trends, negotiates and influences

Team building - maintains a shared sense of commitment, co-operation, spirit and pride

Execution - meets corporate objectives by delivering services to plan and motivated to achieve excellence

Initiative - takes independent action, solves problems, seeks out new responsibilities, practices self-development

Innovation - generates new ideas, alternatives and possibilities used in problem solving to implement smarter ways of doing things

Strategic - thinks longer term, planning for the future as well as the present

Communication - listens actively, communicates in a timely manner, manages conflict, effectively expresses ideas, selling new ideas and services internally and externally

**Job Types**: Full-time, Permanent

**Salary**: £55,000.00-£60,000.00 per year

Additional pay:

- Bonus scheme

Schedule:

- Monday to Friday

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