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- Tasks: Lead and inspire a team to enhance customer support for ERP software.
- Company: Join a growing ERP software provider focused on customer satisfaction.
- Benefits: Competitive salary and the chance to shape support strategy.
- Why this job: Make a real impact in a collaborative environment while developing your leadership skills.
- Qualifications: Experience in software support and strong understanding of ERP systems required.
- Other info: This role is fully in-office in Kidderminster, Monday to Friday.
The predicted salary is between 46200 - 57800 £ per year.
A strategic leadership opportunity for a customer-focused professional to lead and evolve the support function for a growing ERP software provider. As Head of Software Support, you’ll oversee all aspects of customer support—from first-line troubleshooting to complex technical resolution—ensuring a high-quality, consistent experience across products and teams.
You’ll play a key role in shaping support strategy, developing talent, and enhancing processes, while championing service excellence and cross-functional collaboration. The successful candidate will be required to be on-site Monday to Friday, so please ensure that being on-site in Kidderminster is feasible and of interest to you.
Key Responsibilities- Lead, coach, and inspire a team of managers and support specialists
- Drive performance through clear KPIs, ownership, and service delivery standards
- Streamline and enhance support workflows to improve speed, accuracy, and customer satisfaction
- Manage escalations and foster a culture of proactive issue resolution
- Collaborate with Development, Product, Delivery, and Sales to ensure a cohesive customer journey
- Continuously develop team knowledge and capability around ERP solutions
- Contribute to the company’s leadership strategy and customer-centric goals
- Proven experience in leading software support or service delivery functions
- Strong understanding of ERP systems or similar complex business platforms
- Exceptional communication, people leadership, and coaching skills
- Data-driven mindset with the ability to interpret KPIs and improve performance
- Proactive, solution-oriented approach with a focus on customer success
- Experience working within cross-functional leadership teams
Head of Application Support employer: Network IT Recruitment Limited
Contact Detail:
Network IT Recruitment Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Application Support
✨Tip Number 1
Familiarise yourself with ERP systems and the specific software solutions we provide. Understanding our products inside and out will not only help you in interviews but also demonstrate your commitment to the role.
✨Tip Number 2
Network with current or former employees in similar roles. They can provide insights into our company culture and expectations, which can be invaluable during your discussions with us.
✨Tip Number 3
Prepare to discuss your leadership style and how you've successfully managed teams in the past. We value strong people leadership, so having concrete examples ready will set you apart.
✨Tip Number 4
Showcase your data-driven mindset by being ready to discuss how you've used KPIs to drive performance improvements in previous roles. This aligns perfectly with our focus on service delivery standards.
We think you need these skills to ace Head of Application Support
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in leading software support or service delivery functions. Emphasise any specific achievements related to ERP systems and customer satisfaction.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and leadership. Discuss how your proactive, solution-oriented approach aligns with the company's goals and how you can contribute to their support strategy.
Highlight Relevant Skills: Clearly outline your exceptional communication and people leadership skills. Provide examples of how you've driven performance through KPIs and improved team capabilities in previous roles.
Showcase Cross-Functional Collaboration: Mention any experience you have working within cross-functional teams. Highlight how you’ve collaborated with different departments to enhance customer journeys and resolve issues effectively.
How to prepare for a job interview at Network IT Recruitment Limited
✨Showcase Your Leadership Skills
As a Head of Application Support, you'll need to demonstrate your ability to lead and inspire a team. Prepare examples of how you've successfully managed teams in the past, focusing on coaching and developing talent.
✨Understand ERP Systems
Make sure you have a solid understanding of ERP systems and their complexities. Be ready to discuss your experience with similar platforms and how you've tackled challenges related to them.
✨Prepare for KPI Discussions
Since this role involves driving performance through KPIs, be prepared to discuss how you've used data to improve service delivery. Bring specific examples of KPIs you've managed and the outcomes achieved.
✨Emphasise Collaboration
This position requires working closely with various departments. Highlight your experience in cross-functional collaboration and how it has led to improved customer journeys and issue resolution.
