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- Tasks: Lead a dynamic team to deliver top-notch customer support and drive continuous improvement.
- Company: OneAdvanced is a leading UK provider of business software, serving over 20,000 global customers.
- Benefits: Enjoy a full-time role with opportunities for growth, collaboration, and a supportive work culture.
- Why this job: Join a mission-driven company that values innovation, teamwork, and a customer-first mindset.
- Qualifications: Experience in customer service metrics and a knack for problem-solving are key.
- Other info: Be part of a diverse and inclusive workplace that empowers your growth and ambitions.
The predicted salary is between 36000 - 60000 £ per year.
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The Customer Solutions Leader is responsible for leading and high performing team of Support Associates, Support Consultants, Senior Support Consultants and PS consultants to deliver a consistent, high quality customer experience, with professionalism, accuracy and care. This role ensures the team resolves customer issues effectively, upholds service standards, and continuously improves performance and plays a critical role in embedding a culture of ownership, continuous improvement, risk management and customer-first thinking. They ensure the team leverages knowledge and AI tools effectively, contributes to the self-serve strategy through knowledge enablement, AI, and training collateral, identifying opportunities to improve both the customer and operational outcomes. The Team Leader drives accountability, develops team capability, and ensures alignment with strategic goals including CSAT, NPS, First Contact Resolution, Self-Service metrics, and other operational metrics aligned to our company strategy and objectives.
What You Will Do
- Lead, coach, and inspire a high-performing support team by fostering collaboration, shared accountability, and a strong customer-first mindset, ensuring consistent and high-quality service delivery.
- Communicate with clarity, empathy and purpose, building trust, maintaining team engagement, and ensuring alignment with business goals.
- Plan and manage team workload and priorities effectively to meet business objectives, anticipating riss and resolving obstacles to maintain operational efficiency.
- Champion a customer-centric approach by identifying recurring issues, reducing case volumes through proactive improvements, and ensuring a seamless customer experience, identifying trends and recurring issues using data.
- Provide mentoring and guidance to team members, support their development in technical investigation, effective communication, and ownership behaviours, while acting as a key point of escalation, and owning a cross-skilling plan to ensure no \”failure points\”.
- Support the creation, review, maintain and govern high-quality knowledge content, ensuring accuracy, alignment with product updates, and scalability to internal and customer use, ensuring data management to continually improve self-serve.
- Collaborate with cross-functional teams such as Product, Engineering, Commercial, and Customer Solutions to share insights, raise risks, and represent the voice of the customer in decision making processes.
- Drive improvements in self-service and customer enablement, leading initiatives to enhance content, tools, and digital engagement strategies.
- Ensure adherence to governance, compliance, and quality standards, implementing and upholding ISO9001-aligned processes with the team, whilst actively supporting innovation in processes, tooling and knowledge sharing.
- Challenge standards and drive the mindset of accountability, growth and customer-first thinking across the team working at pace, cohesively, in order to close customer cases/incidents quickly, deliver revenue through exemplary service, and ensuring colleagues deliver to standards expected
What You Will Have
- Previous experience of delivering \’customer-ease\’ metrics and reducing case volumes through best-practice, re-engineering, \’first contact resolution\’ and knowledge based self-service would be advantageous
- Disseminates knowledge, insights and updates in a polished, precise and compelling manner, demonstrates a deep interest team collaboration, creates rich documents/reports
- Connects with others on team projects and leverages their strengths and knowledge to deliver the best possible results, champions the decision of the team and operates in a way that builds team spirit
- Consistently looks at complex issues from many angles, obtains a rich and deep understanding swiftly cuts to the core issue, skilfully separates root causes from symptom
- Strengthens alignment and coordination between own work and others, providing well sequenced activities and exact time frames; foresees and resolves many potential bottlenecks and delays
- Strong analytical skills with the ability to extract insights from performance data, create clear reports, and presents findings to influence decision making and strategy
- Is consistently honest and straightforward; shares uncomfortable information in a clear and helpful manner, maintains high ethical standards/professional code of conduct
- Understanding of SaaS environment and customer service expectations, delivering services to ensure we have Customers for Life
Who We Are
OneAdvanced is one UK\’s largest providers of business software and services serving 20,000+ global customers with an annual turnover of £330M+. We manage 1.5 million 111 calls per month, support over 2 million Further Education learners across the UK, handle over 10 million wills, and so much more. Our mission is to power the world of work and, as you can see, our software underpins some of the UK\’s most critical sectors.
We invest in our brilliant people. They are at the heart of our success as we strive to be a diverse, inclusive and engaging place to work that not only powers the world of work, but empowers the growth, ambitions and talent of our people.
Seniority level
-
Seniority level
Not Applicable
Employment type
-
Employment type
Full-time
Job function
-
Job function
Management
-
Industries
Software Development
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Customer Solutions Lead employer: OneAdvanced
Contact Detail:
OneAdvanced Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Solutions Lead
✨Tip Number 1
Familiarise yourself with the key metrics mentioned in the job description, such as CSAT, NPS, and First Contact Resolution. Understanding these metrics will help you demonstrate your ability to drive performance and improve customer satisfaction during interviews.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully led teams in the past. Be ready to discuss specific situations where you inspired collaboration and accountability among team members.
✨Tip Number 3
Research OneAdvanced's products and services thoroughly. Being knowledgeable about their offerings will allow you to speak confidently about how you can contribute to enhancing customer experience and operational efficiency.
✨Tip Number 4
Prepare to discuss your experience with data analysis and reporting. Highlight any tools or methods you've used to extract insights from performance data, as this is crucial for influencing decision-making in the role.
We think you need these skills to ace Customer Solutions Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and team leadership. Use specific examples that demonstrate your ability to lead a high-performing team and improve customer satisfaction metrics.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your understanding of the role's responsibilities. Mention how your previous experiences align with the company's goals and how you can contribute to their customer-first culture.
Showcase Analytical Skills: Since the role requires strong analytical skills, include examples of how you've used data to drive improvements in customer service or operational efficiency. Be specific about the tools or methods you used to analyse performance data.
Highlight Team Collaboration: Emphasise your ability to work collaboratively with cross-functional teams. Provide examples of past projects where you successfully communicated insights and represented the voice of the customer, showcasing your teamwork and leadership skills.
How to prepare for a job interview at OneAdvanced
✨Showcase Your Leadership Skills
As a Customer Solutions Lead, you'll be expected to lead and inspire your team. Prepare examples of how you've successfully managed teams in the past, focusing on collaboration, accountability, and fostering a customer-first mindset.
✨Demonstrate Analytical Thinking
Highlight your ability to analyse data and extract insights. Be ready to discuss specific instances where your analytical skills led to improved customer service metrics or operational efficiencies.
✨Communicate with Empathy
Effective communication is key in this role. Practice articulating your thoughts clearly and empathetically, especially when discussing how you would handle customer issues or team conflicts.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Think of scenarios where you've identified recurring issues and implemented proactive improvements, and be prepared to share these experiences during the interview.
