Head of Customer Support - Kingston upon Thames, United Kingdom - Wolters Kluwer

Wolters Kluwer

Verified Company

Kingston upon Thames, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Position Summary

To lead, manage, support and motivate a department of Customer Support specialists, Customer Trainers and Digital Learning specialists.

You will lead the team to implement the EU customer service and support strategy while defining and leading on UK specific objectives that support the strategy.

You will ensure that all members of the department have the required skills, tools and support in order to meet the departments' objectives while providing an extraordinary customer experience to all of our customers.

You will also coach, support and mentor the team managers to ensure they can effectively manage their teams to achieve the required objectives.

Responsibilities:

Lead and manage a department of 35+ people to deliver an exceptional customer experience
Manage and coach up to 5 people managers to ensure they are capable of delivering on the expectations of their role
Support the managers with recruitment of the team
Accountable for delivering the department's KPI's and objectives
Responsible for leading the Customer Support department to focus on delivering an exceptional digital customer experience while at the same time maintaining a positive customer satisfaction score
Act as an escalation point for customer issues due to service challenges when they arise
Use data and insight to help drive decisions and enhance the department
To manage the team to achieve the required performance and to deal effectively with under performance.
To take ownership of a key project(s) that form part of the department's strategy
Balance resources in the team to ensure there is sufficient availability to deliver on the department objectives
Work with the Customer Success management team to deliver on the CS strategy and objectives for the UK
Build and maintain longterm stakeholder support ensuring coordination across all areas of the business
Ensure the departmental procedures are fit for purpose and evolve as the business evolves
Take ownership for modifying processes or procedures that will enhance the customer experience
Additional responsibilities beyond what are listed may be required dependent on business strategy and customer expectations
Be accountable for living our DNA and ensuring your team are also adhering to our DNA and acting as per the expectations of our company culture

Skills & Competencies

Experience of managing a support, professional services, training or customer success department and a track record in developing people managers
Experience of leading a customer support department who have supported both on premise and SaaS software is desirable
Exceptional communication skills at all levels within an organisation
A passion for customer support, education, digital learning and how the world of customer support is evolving
Delegation and empowerment, delivering success through people
Creativity and innovation in approach
Strong commercial acumen
Experience of working with many stakeholders in a crossmatrix environment at multiple levels within an organisation
Strong people management and development experience