Head of Customer Services (IT Support Helpdesk) - Retail SaaS / Epos

Head of Customer Services (IT Support Helpdesk) - Leading Multi-Channel Retail Software / EPOS
Newbury
£40,000 - £50,000

The Head of Customer Services Role:

The customer services team is the first port of call for our customers when then need help and assistance. The Head of Customer Services will establish and deliver our SLAs with a high degree of quality and achieving customer satisfaction targets. The aim is to help customers extract more value from the Connect multichannel retail system and improve customer satisfaction.

About us:

Based in Newbury, Berkshire we are award-winning providers of Multi-Channel EPOS solutions to Independent Retailers as well as eCommerce Solutions. Working within a fast paced projects team the successful applicant needs to have high level administration skills, experience of working in a busy office, excellent IT skills alongside strong written and verbal communication skills. The applicant should also be flexible, hard-working, focussed and have a keen attention to detail.

The Head of Customer Services Role:

> Develop and report on key statistics and results for the team.
> Report weekly to the directors on helpdesk performance.
> Establish, communicate and deliver to a clear and relevant set of SLAs.
> Create and manage processes.
> Plan the recruitment process to achieve the above.
> Manage and develop the tools and systems required by the team are operational and effective.
> Full line management responsibility for team members.
> Continue to run and motivate the team and continue the positive, fun attitude the team has. How you are to the team will be reflected in how they are to the customers.
> Each person after being with the company several months should have a PDP that they value and have been involved with.
> Keep regular 1-1s with the team.
> Ensure the international customer services managers have the tools, knowledge and capabilities to manage their local operations, and extend the reach of our customer support and customer support standards.
> Develop and manage performance KPI’s for the international Customer Services managers.
> Establish the procedures and protocols for Technical Account Management at IR.
> Setup an owner for the Beta process ensuring a pyramid roll out in priority order for example to include our Trainers.
> Setup the team to deliver the roles of Technical Account Managers (TAMs).
> Champion Customer Satisfaction in the business
> Promote Customer Learning & Development & Self Help for our customers

Head of Customer Services Skills & Experience:

> Excellent organisational and managerial ability
> Experience of running an IT Support Helpdesk
> Technical understanding of IT (preferably but not essentially in retail industry)
> Excellent communicator
> Ability to create and adapt process then implement across teams
> Able to influence and negotiate
> Understand support contracts, SLAs and legal frameworks
> Able to travel internationally if required

You may have worked in the following capacities:
Technical Customer Services Manager, IT Services Manager, Head of Managed Services, SaaS Services Manager, eCommerce Services Head of Support, EPOS Support Manager, Helpdesk Manager.

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The Head of Customer Services (IT Support Helpdesk) role is being managed by agency innovator RecruitmentRevolution.com. By applying for this role you give express consent for us to process & submit (subject to required skills) your application to our client in conjunction with this vacancy only.