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Head of Customer Support

Purpose Summary

You will be responsible for managing the success of our Customer Support strategy, with an excellent service. You’ll be a pro-active and influential manager, who will lead the transformation of the team; are able to provide commercial success for our business and support services that ensure profitability as well as adding real value and retaining our customer portfolio. You will be a real people person with a team first approach, that can drive growth and development in the team, ensuring the service to customers is first class.

The key areas of responsibility for the Head of Customer Support include:

• Service Delivery
• People Management

Skills, Experience and Qualifications

• Proven experience leading a Customer Support function, including teams supporting a high number of products and delivery of transformation projects across the function.
• A champion for Best Practice, Process and Product
• A leader, with a genuine passion for people, that understands the importance of personal development through investment in people
• A good working knowledge of ITIL Service Management frameworks is desirable
• A pioneer for change and driving efficiencies where applicable
• Experience in operating at senior management and executive level
• Competencies
• You’ll be able to balance commercial needs of the business with the essential requirement for long term, consistently high levels of customer satisfaction.
• You’ll be ambitious, self-motivated, with a can-do attitude and will want to be part of something special and contribute to the success of the team.
• You will be a passionate individual who has the ability to influence others, including strong personalities in the business and in our customer organisations
• You will be articulate, with excellent communication skills and ability to build rapport fast.
• You’ll be an experienced people manager, with demonstrable experience of managing performance and team development in a commercial / operations environment.
• Strong technical, analytical and problem-solving skills with the ability to think clearly and find innovative solutions.
• Excellent planning and organisational skills to manage a high number of customer projects and services and conflicting priorities without compromising on quality, with good time management and the ability to prioritise
• Highly accurate with excellent attention to detail and data management skills
• Strives for high standard of professionalism, focused on quality in all aspects of service delivery, ensuring that Causeway is represented professionally

Principal Responsibilities

Service Delivery

• Lead and drive significant transformation, process improvement and efficiency in the Customer Support team, implementing best practice processes to achieve success.
• Define working methods, policies, processes and procedures to ensure that the Support function is able to effectively meet the short and long-term needs of a scaling business, working with other business functions to gain support and commitment.
• Establish innovative technology solutions and approaches to Customer Support, appropriate to the variety of customer profiles, including automation, to drive efficiency.
• Implement robust knowledge management and support processes, optimising the use of the most appropriate service management software.
• Refine the customer support strategy and evaluate new service delivery models, making recommendations on any strategic changes.
• Provide regular and meaningful reporting and statistics based around improvement of customer satisfaction to all required areas of the business.
• Responsible for setting clear SLA guidelines and KPI’s to drive efficiency across the team
• Regularly benchmark the services offered and define improvement strategies to ensure they remain competitive and meet all agreed targets and KPI’s
• Effectively manage and be accountable for headcount and budget for the overall Support function
• Responsible for ensuring that customer escalations are managed effectively, liaising with colleagues and customers to ensure that all problems are resolved
• Participate in business unit leadership meetings and customer engagement meetings to ensure customer success.
• Champion customer services across the business, providing expertise, guidance and influence on all matters relating to customer services.
• Aim to delight our customers and encourage customer retention and referrals.

Team Management

• Lead, manage, coach and motivate the Customer Support team to ensure that they successfully deliver our service within the customer base and achieve our service delivery targets.
• Review, develop and monitor the support resources / skill levels, training and development requirements, management capability and organisation structure.
• Ensure that company values are reflected in own work and behaviour as well as that of the team.
• Encourage a high performing and engaged team culture
• Maintain a positive and engaging work environment for the team, ensuring a fair and consistent approach, implementation of company policies and processes and a good work life balance.

Company Values

Ensure the company values are reflected in your own work and behaviour

Be Curious Own It Work Together Be Proud Wow Everyone