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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 a competitive salary, remote work options, and opportunities for professional growth.
- 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 potential for future opportunities.
The predicted salary is between 60000 - 84000 £ per year.
12-month Fixed Term Contract
United Kingdom (Remote Working) – Have to be based in the UK, with valid RTW status
£70k-£80k + Benefits
About the job
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 local meetups to connect with potential colleagues or mentors who can provide insights into the role and company culture.
✨Tip Number 2
Familiarise yourself with the latest trends and technologies in technical support operations. Being knowledgeable about CRM and ticketing systems like Zendesk or Salesforce Service Cloud will demonstrate your readiness to lead and innovate in this role.
✨Tip Number 3
Prepare to discuss your leadership style and how you’ve successfully managed teams in fast-paced environments. Be ready to share specific examples of how you've driven operational excellence and improved customer satisfaction in previous roles.
✨Tip Number 4
Research the company’s current technical support strategies and any recent news about their growth. This knowledge will help you tailor your discussions during interviews and show that you’re genuinely interested in contributing to their success.
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 capability 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, your leadership experience is crucial. Be prepared to discuss specific examples of how you've successfully led teams in the past, focusing on mentoring and scaling operations.
✨Demonstrate Problem-Solving Abilities
Highlight your problem-solving skills by sharing instances where you've tackled complex issues in technical support. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Familiarise Yourself with Relevant Technologies
Since the role involves deploying technologies like CRM and ticketing systems, ensure you are well-versed in tools such as Zendesk or Salesforce Service Cloud. Mention any hands-on experience you have with these platforms during the interview.
✨Emphasise Customer-Centric Mindset
The company values a customer-first mentality. Prepare to discuss how you've prioritised customer satisfaction in previous roles and how you plan to enhance the customer experience in this position.
