At a Glance
- Tasks: Lead a team to enhance customer support and resolve complex technical issues.
- Company: Join a relaxed yet professional environment where everyone thrives.
- Benefits: Competitive salary, growth opportunities, and a supportive team culture.
- Other info: Enjoy a down-to-earth workplace where collaboration and learning are key.
- Why this job: Make a real impact by transforming customer experiences and driving product improvements.
- Qualifications: 3+ years in Technical Support leadership with strong troubleshooting skills.
The predicted salary is between 50000 - 65000 £ per year.
Overview This Head of Customer Support role will champion the customer post-purchase journey.
You will balance strategic leadership with technical, hands on troubleshooting.
Leading a lean team of two Support Technicians, your mission will be to elevate the support standards, optimise ticketing workflows, and ensure customers receive fast, accurate and empathetic resolutions to complex technical challenges.
The Role Some key responsibilities are as follows: Leadership and Team Management
Mentor and coach two Support Technicians, fostering a culture of continuous learning, accountability and technical excellence. Technical Support Excellence
Act as point of contact for complex technical issues relating to satellite hardware, cellular Internet of Things devices and network connectivity.
Step into the queue when needed to diagnose firmware bugs, network routing anomalies and hardware malfunctions.
Oversee the creation of internal documentation and customer facing help centre articles.
Customer experience & Strategy
Advocate for the customer needs by collaborating closely with Product, Engineering and Sales teams to drive product improvements.
Continuously refine ticketing systems and support workflows.
The Ideal Candidate You will ideally have 3+ years experience in a Technical Support leadership or supervisory role, ideally having had exposure to high tech hardware/software, telecoms, satellite communications, or Io T.
Technical competence will include foundational knowledge of networking protocols, cellular, or satellite communication systems.
You will need the ability to confidently troubleshoot hardware/software interfaces.
People skills are important, you will have a track record of delivering exceptional customer experiences and turning frustrated users into brand advocates.
In terms of personal skills, you dont just delegate, you lead by example and love helping your team grow.
Youll be genuinely curious and enjoy digging into technical puzzles until you find the root cause.
Finally, youll be able to translate highly technical jargon into simple, reassuring language for customers.
Additional Information The environment is down to earth, relaxed but professional where everyone loves coming to work and wants to do their best.
Thank you for making an application.
We will shortlist quickly and if you are successful in reaching next stage we will contact you within 3 days of application.
If you have not heard from us within 3 days unfortunately you have not been successful on this occasion.
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Head of Customer Support in London employer: Hartley Resourcing
Hartley Resourcing is an excellent employer, offering a supportive work culture that values collaboration and professional development. As a Finance Assistant, you will benefit from ongoing training opportunities and the chance to grow within the finance sector, all while working in a dynamic environment in the United Kingdom that encourages innovation and efficiency.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Support in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hartley Resourcing. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Hartley Resourcing before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Support in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Hartley Resourcing:Your cover letter is your chance to shine! Tell us why you want to work at Hartley Resourcing specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Hartley Resourcing!
How to prepare for a job interview at Hartley Resourcing
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
