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For Companies At a Glance
- Tasks: Lead and inspire a team to enhance customer support for ERP software.
- Company: Join a growing ERP software provider focused on customer excellence.
- Benefits: Enjoy a competitive salary and the chance to shape support strategy.
- Why this job: Be part of a dynamic team driving service excellence and collaboration.
- Qualifications: Experience in leading software support and understanding ERP systems required.
- Other info: This role is fully in-office in Kidderminster, Monday to Friday.
The predicted salary is between 46000 - 78000 £ per year.
Role: Head of Application Support
Location: Kidderminster (Fully In-Office)
Salary: £55,000 – £65,000
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
What You Bring
- 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
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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 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 relevant achievements, particularly those related to ERP systems and customer satisfaction.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your strategic vision for the support function. Mention specific examples of how you've driven performance and improved processes in previous roles.
Highlight Leadership Skills: Clearly demonstrate your leadership capabilities in both your CV and cover letter. Provide examples of how you've coached and inspired teams, and how you've managed escalations effectively.
Showcase Data-Driven Achievements: Include metrics and KPIs that showcase your ability to improve performance. This could be in the form of increased customer satisfaction scores or reduced response times, which are crucial for this role.
How to prepare for a job interview at Network IT Recruitment
✨Showcase Your Leadership Skills
As a candidate for the Head of Application Support, it's crucial to demonstrate your leadership abilities. Prepare examples of how you've successfully led teams in the past, focusing on coaching and inspiring others to achieve their best.
✨Understand ERP Systems Thoroughly
Make sure you have a solid understanding of ERP systems and their complexities. Be ready to discuss specific experiences where you've managed or supported such systems, as this will show your technical competence and relevance to the role.
✨Prepare for KPI Discussions
Since the role involves driving performance through KPIs, be prepared to discuss how you've used data to improve service delivery in previous positions. Bring examples of KPIs you've implemented and the impact they had on customer satisfaction.
✨Emphasise Collaboration Skills
Highlight your experience working with cross-functional teams. Discuss how you've collaborated with departments like Development, Product, and Sales to enhance the customer journey, as this is key to the role's success.
