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- Tasks: Lead customer support operations and ensure exceptional service for clients and partners.
- Company: Dynamic company based near Cambridge, focused on customer satisfaction.
- Benefits: Competitive salary, flexible hours, and opportunities for professional growth.
- Why this job: Make a real difference in customer experience while leading a passionate team.
- Qualifications: Technical background in electronics and experience in customer service required.
- Other info: Join a supportive environment with opportunities to mentor and develop talent.
The predicted salary is between 50000 - 60000 £ per year.
Location: Cambridge (CB24)
Type: Permanent
Hours: 40 hours per week (Monday to Friday) - flexible options available
Salary: £50,000 - £60,000 depending on experience
Our client is seeking a Head of Customer Service and Support to join their busy team based just outside of Cambridge. The Head of Customer Support and Service will oversee all pre- and post-sales technical support activities across the business, ensuring customers, distributors and retail partners receive an exceptional service experience. The successful recruit will lead the technical support and service team, manage fault diagnosis and repairs, develop support documentation and act as a key interface between engineering, product management and sales teams.
Key Responsibilities
- Lead and coordinate all customer support and service operations
- Manage UK-based service technicians and provide mentorship to overseas technicians
- Oversee troubleshooting, diagnostics and repair of returned products
- Act as the escalation point for complex technical issues and customer system troubleshooting
- Analyse support data and report insights to engineering, product and sales teams to drive customer service improvements
- Track support requests and feedback product improvement suggestions
- Support new product testing and software updates from a service and user perspective
- Oversee the development of service manuals, troubleshooting guides and support documentation
- Provide diagnostic assistance to authorised service partners
- Monitor field returns, supplier quality and recurring product issues
- Manage spare parts requirements and service stock levels
Skills and Experience
- Technical background in electronics or electrical engineering (HNC/HND, degree or equivalent experience)
- Experience in electronic system troubleshooting and fault diagnosis
- Experience managing or supervising technical teams
- Experience in a customer service setting
- Strong communication skills with the ability to explain technical issues clearly
- Strong IT literacy including Microsoft Office; Zendesk or similar ticketing systems desirable
- Logical, methodical problem solver with a customer-focused approach
Please contact us as soon as possible for more details or apply below.
Head of Customer Support & Service employer: Polytec Personnel Ltd
Contact Detail:
Polytec Personnel Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Support & Service
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know!
✨Tip Number 2
Prepare for interviews by researching the company and its products. Understand their customer support philosophy and think about how your experience aligns with their needs. We want you to shine when you get that interview!
✨Tip Number 3
Practice your responses to common interview questions, especially those related to technical troubleshooting and team management. We recommend doing mock interviews with friends or using online resources to boost your confidence.
✨Tip Number 4
Don’t forget to follow up after your interviews! A quick thank-you email can go a long way in showing your enthusiasm for the role. And remember, apply through our website for the best chance at landing that dream job!
We think you need these skills to ace Head of Customer Support & Service
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your technical background and any relevant customer service experience to show us you're the right fit for the Head of Customer Support & Service role.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re passionate about customer support and how your previous experiences have prepared you for this role. Be sure to mention specific examples that demonstrate your leadership and problem-solving skills.
Showcase Your Technical Skills: Since this role requires a strong technical background, don’t shy away from detailing your experience with electronics or fault diagnosis. We want to see how you can lead our technical support team effectively!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates regarding your application status.
How to prepare for a job interview at Polytec Personnel Ltd
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially in electronics or electrical engineering. Be ready to discuss your experience with troubleshooting and fault diagnosis, as well as any relevant projects you've worked on.
✨Showcase Your Leadership Skills
Since this role involves managing a team, be prepared to share examples of how you've successfully led or mentored others. Highlight your experience in coordinating customer support operations and how you’ve improved team performance.
✨Communicate Clearly
Strong communication skills are key for this position. Practice explaining complex technical issues in simple terms. You might even want to prepare a few scenarios where you had to break down technical jargon for customers or team members.
✨Data-Driven Insights
Familiarise yourself with analysing support data and how it can drive improvements. Be ready to discuss any past experiences where you used data to enhance customer service or product quality, and think about how you would approach this in the new role.