Head of Customer Service & Support (SaaS)

The JM Group
£60000 - £80000/annum Benefits
21 Jul 2017
20 Aug 2017
Contract Type
Full Time
Head of Customer Service & Support (SaaS)
£60,000 - £80,000 + Benefits including pension, 25 days holiday + bank holidays, gym and more

A leading SaaS solutions provider is looking for a dynamic Head of Customer Service & Support to be based at their offices in central London. This role has been created due to growth and will suit someone with line management experience, customer service and technology expertise in SaaS, Telecoms, Business insight, Cloud and Hosting. The role would suit a "hands-on" manager that has previously owned processes around customer service and support.

In terms of technologies, the company work on SaaS, Networks, Voice and Data based projects. This person will be managing a growing team of experienced Customer Service Specialists, therefore extensive man management experience is essential. This role may suit a Head of Customer Services, Head of Customer Support or Head of Customer Satisfaction that has led a team of product experts before. It may also suit a Customer Operations Manager or similar looking for a step up.

Key Responsibilities include:
*Leading a mixed team across support, delivery, design and development
*Managing a growing team of Customer Service Specialists
*Leading the Customer Service Centre, setting the standard for customer service and support of SaaS, connectivity and managed IT service solutions
*Owning the customer service and support management processes
*Ensuring a great customer experience for all inbound customer enquiries
*Driving process improvement for a better customer experience

The Requirements

This Head of Customer Service and Support requires the following experience:
*Previous experience within a SaaS provider supporting an internally developed SaaS platform as opposed to a resellers one
*Line management, this is essential, we are looking for a Head of that has direct people management experience
*Previous experience of leading a team that focus on 1st line customer engagement such as support and customer service management
* Any formal support and customer service methodologies such as ITIL are nice to have as well as a "think on your feet" attitude
*Strong experience with engaging customers

The JM Group is operating and advertising as an Employment Agency for permanent positions and as an Employment Business for interim / contract / temporary positions. The JM Group is an Equal Opportunities employer and we encourage applicants from all backgrounds