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For Companies At a Glance
- Tasks: Lead and inspire a team to deliver top-notch customer support for ERP software.
- Company: Join a growing ERP software provider focused on customer satisfaction and service excellence.
- Benefits: Enjoy a competitive salary and the chance to shape support strategies in a dynamic environment.
- Why this job: Be part of a collaborative culture that values innovation and proactive problem-solving.
- Qualifications: Proven leadership experience in software support and a strong understanding of ERP systems required.
- Other info: This role is fully in-office in Kidderminster, Monday to Friday.
The predicted salary is between 55000 - 65000 £ 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
Contact Detail:
Network IT Recruitment 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 their functionalities. Understanding the intricacies of these platforms will not only help you in interviews but also demonstrate your commitment to the role.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed teams in the past. Be ready to discuss specific strategies you've implemented to enhance team performance and customer satisfaction.
✨Tip Number 3
Research StudySmarter's approach to customer support and service delivery. Tailoring your insights and suggestions based on our current practices can set you apart as a candidate who is genuinely interested in contributing to our success.
✨Tip Number 4
Prepare to discuss how you would handle escalations and foster a proactive culture within the support team. Having a clear plan or examples of past experiences will illustrate your capability to lead effectively in challenging situations.
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 your understanding of ERP systems and any relevant achievements that demonstrate your ability to drive performance and improve customer satisfaction.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer success and your proactive approach to problem-solving. Mention specific examples of how you've led teams to achieve service excellence and improved workflows in previous roles.
Highlight Leadership Skills: Clearly outline your people leadership and coaching skills in your application. Provide examples of how you've inspired and developed teams, as well as how you've collaborated with cross-functional teams to enhance the customer journey.
Showcase Data-Driven Achievements: Include any data-driven results from your past roles, such as improvements in KPIs or customer satisfaction scores. This will demonstrate your ability to interpret data and use it to enhance performance within a support function.
How to prepare for a job interview at Network IT Recruitment
✨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 from your past experiences where you've successfully managed teams, driven performance, and fostered a positive work culture.
✨Understand ERP Systems Thoroughly
Make sure you have a solid understanding of ERP systems and their functionalities. Be ready to discuss how you've worked with similar platforms in the past and how you can leverage that experience to enhance support workflows.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle escalations. Think of specific scenarios where you've resolved complex issues or improved customer satisfaction, and be prepared to share those stories.
✨Emphasise Cross-Functional Collaboration
Highlight your experience working with different departments such as Development, Product, and Sales. Discuss how you can ensure a cohesive customer journey by collaborating effectively across teams.
