At a Glance
- Tasks: Lead a dynamic team to enhance customer success and resolve technical issues.
- Company: Join V4One, a rapidly growing tech company with a vibrant culture.
- Benefits: Enjoy competitive salary, 28 days holiday, gym membership, and flexible work arrangements.
- Other info: Comprehensive learning support and excellent progression opportunities await.
- Why this job: Make a real impact in a supportive environment while driving your career forward.
- Qualifications: Experience in service desk roles and strong problem-solving skills required.
The predicted salary is between 40000 - 50000 £ per year.
Employment Type: Full Time, Hybrid and Field based
Industry: MSP, Managed Services, IT Sales, Software sales
Salary: Competitive
About V4One:
V4One is a dynamic and rapidly expanding technology company with over a decade of success. Based in the West Midlands, V4One specializes in delivering Telecoms, Managed IT, and Security Solutions, primarily targeting mid to large‑sized businesses. The company's expertise spans both the Australian and UK markets, reflecting its international reach and versatility. Over the years, V4One has achieved significant organic growth, resulting in the acquisition of over 5,900 clients within the SMB (Small and Medium Business) and Consumer sectors.
Role Summary:
- Responsible for managing complex technical issues within our service desk & aftercare team for key accounts.
- Support and guide Helpdesk colleagues to improve first‑time resolution rates.
- Meet and aim to exceed SLA and KPI targets through individual and team performance.
- Lead service improvement initiatives and manage any operational threats or risks proactively with wider stakeholders.
- Train and mentor team colleagues.
- Serve as the lead face for aftercare, representing the business to all existing customer accounts.
- Create, foster, and nurture a positive and motivated work environment while maintaining a strong culture of accountability.
- Ensure that field‑tech colleagues consistently promote a company‑first and teamwork‑driven mindset.
- Encourage an open‑minded approach and strong execution, recognising those who excel with company rewards and benefits.
- Ensure that all field‑tech colleagues maintain excellent documentation and issue initiatives that benefit both the business and the field‑tech colleagues in real time.
- Foster close coordination on site visit items, resolving obstacles to mutual satisfaction.
- Design a 5‑day‑ahead calendar plan for both you and the colleagues you manage.
- Continuously think of and devise new documentation for client accounts or internal colleagues to review and sign.
- Participate proactively in helping marketing secure successful client case studies and collect successful reviews.
Qualifications & Experience:
- Proven progression within a Service Desk or Technical Operations role.
- Experience in technical customer engagement and triage.
- Consistent achievement of SLA targets.
- Familiarity with ITIL processes (Incident & Problem Management).
- Experience mentoring or coaching team members.
- Experience with PSA, RMM, MDM and CRMs.
- Experience with all aspects of Microsoft 365, both applications and administration.
- Experience supporting PCs, Laptops, Mobiles, Printers and other end user hardware.
- Strong knowledge with Microsoft Windows 10 and 11.
- Strong knowledge within an MSP supporting varied clients.
Skills:
- Strong problem‑solving and analytical thinking.
- Excellent communication tailored to varied audiences including company executives.
- Effective planning and time management.
- Ability to explain technical concepts to non‑technical users.
- Proficient in ITSM tools and adaptable under pressure.
- Quick understanding of client environments and industries.
- Commitment to team development and service improvement.
Desirable Certifications and Experience:
- Leadership or management training.
- Knowledge of Linux operating systems.
- Experience providing field based on site support and installations.
What’s in it for you:
- Comprehensive learning support, with fully funded courses and certifications.
- Company‑supplied tools & workwear.
- 28 days paid holiday including bank holidays.
- Excellent progression opportunities for those demonstrating leadership qualities.
- Free on‑site parking at our offices.
- Company supplied lunches at our offices.
- Additional holidays and performance bonuses to colleagues who go above & beyond.
- Flexible work arrangements tailored to the needs of high‑performing colleagues.
- Gym membership paid for fitness enthusiasts.
Ready for your next opportunity? Apply today!
Lead Customer Success employer: V4One
V4One is an exceptional employer that fosters a dynamic and supportive work culture, offering comprehensive learning support and fully funded courses to enhance your professional growth. With a focus on employee well-being, the company provides flexible work arrangements, generous holiday allowances, and performance bonuses, ensuring that high-performing colleagues are recognised and rewarded. Located in the West Midlands, V4One's commitment to innovation and teamwork creates an engaging environment where you can thrive and make a meaningful impact in the technology sector.
StudySmarter Expert Advice🤫
We think this is how you could land Lead Customer Success
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend events, and engage on platforms like LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can land you that dream job.
✨Tip Number 2
Prepare for interviews by researching V4One and understanding their values and goals. We want to see your enthusiasm for our mission, so come ready with questions that show you’re genuinely interested in how you can contribute to our growth.
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills and experiences align with the Lead Customer Success role. We love candidates who can clearly articulate their value and how they can help us exceed our ambitious targets.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your appreciation and keeping you top of mind. We appreciate candidates who take the initiative to stay engaged.
We think you need these skills to ace Lead Customer Success
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer success and technical operations. We want to see how your skills align with our needs at V4One!
Showcase Your Achievements:Don’t just list your responsibilities; share specific examples of how you’ve met or exceeded SLA targets and improved team performance. We love seeing quantifiable results!
Keep It Professional Yet Personal:While we appreciate professionalism, don’t be afraid to let your personality shine through. A bit of charisma can go a long way in making your application stand out!
Apply Through Our Website:For the best chance of success, make sure to apply directly through our website. This helps us keep track of your application and ensures it gets the attention it deserves!
How to prepare for a job interview at V4One
✨Know Your Stuff
Before the interview, make sure you’re well-versed in V4One’s services and the specifics of the Lead Customer Success role. Brush up on your knowledge of ITIL processes and how they relate to customer engagement. This will show that you’re not just interested in the job, but that you understand the industry.
✨Showcase Your Leadership Skills
Since this role involves leading a team, be prepared to discuss your previous experiences in mentoring or coaching. Share specific examples of how you’ve improved team performance or resolved conflicts. This will demonstrate your ability to foster a positive work environment and drive results.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills and ability to handle complex technical issues. Think of scenarios where you successfully managed a difficult situation or improved SLA targets. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready about V4One’s growth plans or team dynamics. This shows your genuine interest in the company and helps you gauge if it’s the right fit for you. Plus, it gives you a chance to engage with the interviewers on a deeper level.
