Head of Client Support Services –Specialist Wholesale Data Business – Hybrid - £50K + Benefits
My client is a specialist data business who have a fantastic reputation within the Wholesale and Foodservice sectors. They are undergoing an exciting expansion phase and are looking for talented individuals to join them on this journey.
They are seeking a Head of Client Support Services to join their team and lead their support function, ensuring their clients receive exceptional service and technical assistance. The successful Head of Client Support Services will be responsible for overseeing and developing their client support team, ensuring the highest levels of customer satisfaction. You will drive operational efficiency, implement best-in-class support strategies, and work closely with internal teams to continuously improve their services.
Responsibilities Include:
1. Lead and develop the Client Support Services team, fostering a high-performance culture.
2. Define and implement a client support strategy that aligns with business objectives.
3. Ensure timely and effective resolution of client queries, maintaining high satisfaction levels.
4. Drive continuous improvement by analysing support data and identifying trends.
5. Collaborate with product, technology, and sales teams to enhance client experience.
6. Establish and maintain robust support processes, including SLAs and KPIs.
7. Develop training programs to enhance team capabilities and product knowledge.
8. Implement technology solutions to streamline support operations.
9. Manage escalations and work closely with key stakeholders to resolve complex issues.
The Ideal Head of Client Support Services Candidate:
10. Proven experience in a senior client support leadership role within a data or technology-driven business, ideally related to Market Research, Insights, or Tech for Foodservice or Retail.
11. MUST have experience of either Software Development or Wholesale Sector.
12. Ideally have knowledge about the Foodservice and Wholesale industry.
13. Strong understanding of customer support best practices, service delivery, and operational excellence.
14. Exceptional leadership skills with a track record of building and developing high-performing teams.
15. Excellent problem-solving abilities, with a data-driven approach to decision-making.
16. Experience working cross-functionally with technical and commercial teams.
17. Strong communication and stakeholder management skills.
18. Familiarity with support tools, CRM systems, and automation solutions.