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For Companies At a Glance
- Tasks: Lead and mentor a dynamic technical support team to enhance customer satisfaction.
- Company: Join a leading UK broadband company redefining fast and reliable internet services.
- Benefits: Enjoy remote work flexibility, competitive salary, and comprehensive benefits.
- Why this job: Be part of a culture focused on innovation and continuous improvement in customer care.
- Qualifications: Proven leadership in technical support, excellent problem-solving skills, and CRM experience required.
- Other info: This is a 12-month fixed-term contract with opportunities for growth.
The predicted salary is between 60000 - 84000 £ per year.
We are working with one of the leading Broadband companies in the UK who are redefining what broadband should be – fast, reliable, and backed by industry-leading customer care. As our client continues to expand across the UK, we’re looking for a dynamic, strategic, and customer-focused Head of Technical Support to lead the technical support operations to ensure their customers get the very best experience.
The Role:
As Head of Technical Support, you will oversee the delivery of world-class technical assistance to our clients’ customers, driving operational excellence, innovation, and a culture of continuous improvement across our clients support teams. You’ll lead a growing department, refine processes, and collaborate across departments to ensure service quality matches our client’s ambitious growth goals.
Key Responsibilities:
- Lead, mentor, and scale the Technical Support team (Tier 1, Tier 2, and Specialist support).
- Define and implement support strategies, KPIs, and service level standards to enhance customer satisfaction and resolution times.
- Oversee daily operations, ensuring customer issues are resolved efficiently and effectively.
- Work closely with Engineering, Product, and Customer Experience teams to feedback on recurring issues and drive service improvements.
- Lead incident management processes for network-wide outages and escalations.
- Identify and deploy technologies to streamline support operations (e.g., ticketing systems, knowledge bases, chatbots).
- Establish training programs to continuously upskill the technical support teams.
- Analyse support data to identify trends, root causes, and areas for proactive improvement.
- Act as the technical ambassador for the company in critical customer interactions when required.
Requirements:
- Proven leadership experience in a technical support or service delivery role within the broadband, telecommunications, or ISP sector.
- Excellent problem-solving skills, with a customer-first mentality.
- Hands-on experience with CRM/ticketing platforms (e.g., Zendesk, Salesforce Service Cloud).
- Exceptional communication, organizational, and interpersonal skills.
- Ability to thrive in a fast-paced, scaling environment.
- ITIL certification or similar service management knowledge is advantageous.
Head of Technical Services employer: Confidential
Contact Detail:
Confidential Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Technical Services
✨Tip Number 1
Network with professionals in the broadband and telecommunications sectors. Attend industry events, webinars, or online forums to connect with potential colleagues and learn about the latest trends. This can help you gain insights into what companies like ours are looking for in a Head of Technical Services.
✨Tip Number 2
Familiarise yourself with the latest technologies and tools used in technical support operations, such as ticketing systems and CRM platforms. Being knowledgeable about these tools will not only boost your confidence but also demonstrate your readiness to lead a team effectively.
✨Tip Number 3
Prepare to discuss your leadership style and how you've successfully managed teams in the past. Think of specific examples where you've driven operational excellence or improved customer satisfaction, as these will be key points of interest during discussions with us.
✨Tip Number 4
Stay updated on the latest customer service trends and best practices. Understanding what constitutes world-class customer support will help you articulate your vision for the role and show us that you're committed to enhancing the customer experience.
We think you need these skills to ace Head of Technical Services
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical support and leadership roles. Emphasise your achievements in improving customer satisfaction and operational efficiency, as these are key for the Head of Technical Services position.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your strategic vision for leading a technical support team. Mention specific examples of how you've driven improvements in previous roles, particularly in the broadband or telecommunications sector.
Highlight Relevant Skills: Clearly outline your problem-solving skills and experience with CRM/ticketing platforms like Zendesk or Salesforce Service Cloud. Also, mention any ITIL certification or similar service management knowledge to strengthen your application.
Showcase Leadership Experience: Detail your leadership experience, focusing on how you've mentored teams and implemented training programs. This is crucial for demonstrating your ability to lead and scale the Technical Support team effectively.
How to prepare for a job interview at Confidential
✨Showcase Your Leadership Skills
As a Head of Technical Services, you'll need to demonstrate your leadership experience. Prepare examples of how you've successfully led teams in the past, focusing on mentoring and scaling operations. Highlight specific achievements that showcase your ability to drive performance and improve customer satisfaction.
✨Understand the Industry
Familiarise yourself with the broadband and telecommunications sector. Be ready to discuss current trends, challenges, and innovations. This knowledge will not only impress your interviewers but also show that you're genuinely interested in the role and the company's mission.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle customer issues. Prepare for scenario-based questions where you might need to outline how you would manage a network-wide outage or resolve a recurring technical issue. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Demonstrate Your Technical Acumen
Since the role involves overseeing technical support operations, be prepared to discuss your hands-on experience with CRM and ticketing platforms like Zendesk or Salesforce Service Cloud. Highlight any technologies you've implemented to streamline operations and how they improved service delivery.
