Head of Customer Support

Salary: £36,000 – £48,000 per year

03028 Head of Customer Support £36,000 – £48,000 pa 

This is an exceptional opportunity for an experienced Sales and Customer Service professional to join a global market leading manufacturing company operating in the healthcare industry. Based in Poole, working closely with all other departments and reporting directly to the Group Sales Director, the Head of Customer Support will lead a Customer Support team ensuring that a focus is maintained on consistently exceeding customer expectations, maximising revenue, and improving the customer experience. 

This an exciting time to join an established business with ongoing ambitious plans and growth aspirations.

We are looking for someone with aspirations to far exceed expectations, grow with a business, bring fresh and exciting ways of working and to drive the very best customer service levels.

You’ll succeed because……you’re as ambitious and customer focused as we are

Key Job Duties and Responsibilities:

• Oversee all aspects of the customer support experience to develop, create and troubleshoot processes and procedures making improvements to customer support quality

• Work in collaboration with the global sales team to provide business support to customers and distributors

• Work in collaboration with the global sales team to support tender submissions and contract delivery

• Work in collaboration with the sales team to fulfil contract delivery requirements, such as reporting and contractual KPI compliance 

• Oversee all aspects of aftersales activities, such as service and spare parts quotations

• Work in collaboration with the service team to ensure contract delivery requirements are fulfilled, such as site surveys, scheduled maintenance visits and reactive call outs 

• Driving performance and KPI achievement to ensure the business meets its objectives and instil an ethos of continuous development & improvement

• Ensuring high visibility and leading by example within the team to encourage honest two way dialogue that builds confidence, motivation and an environment of trust and respect

• Build an on the job understanding that enables you to be recognised as an ‘expert’

• Meet with other departments to discuss improvements to customer support and plans to increase customer satisfaction

• Implements effective processes for the customer service team to interact with customers via telephone, email, or other methods

• Hold regular meetings with department staff to discuss expectations and resolve team concerns

• Responsible for department recruitment, training, and retention

• Carrying out regular appraisals, coaching and mentoring sessions to motivate and identify individual needs and ensure quality targets are met, shared and any improvement plans are implemented where required

• Co-ordinating multi-skilling to improve support consistency, preventing key person dependencies

• Make regular reports to the business about department milestones and progress

• investigate and solve customers’ problems or complaints, which may be complex or long-standing, that have been passed on by the customer service team or wider business

• Providing ongoing support to the team to ensure they are fully engaged and kept informed of business performance and priorities

Experience:

• Sales and Customer Service experience 

• Office and team management experience

• Experience of delivering a high level of customer care

• Worked in a highly organised environment with strong administrative experience 

• Evidence of the ability to lead by example

Skills:

• Excellent communication skills

• Be enthusiastic, credible and dependable at all times

• Be focused and goal oriented

• Be able to lead and motivate a team

• Be able to achieve a high level customer satisfaction

• Have good organisational skills

• Be able to multitask

• Have good knowledge about sales processes and process mapping

• Be able to work in a matrix environment

• Be inventive and resilient

• Have excellent IT skills (including Outlook, CRM, MS word and Excel

Salary £36,000 – £48,000pa