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 career progression opportunities await you.
- Why this job: Make a real impact in a role that fosters growth and innovation.
- Qualifications: Experience in service desk roles and strong problem-solving skills required.
The predicted salary is between 45000 - 60000 £ 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 for 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 in Oxford employer: V4One
V4One is an exceptional employer that fosters a dynamic and supportive work culture, offering comprehensive learning support and fully funded courses to help employees grow in their careers. With a focus on teamwork and accountability, the company provides excellent progression opportunities, flexible work arrangements, and additional perks such as gym memberships and company lunches, making it an attractive place for ambitious professionals in the West Midlands to thrive.
StudySmarter Expert Advice🤫
We think this is how you could land Lead Customer Success in Oxford
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Lead Customer Success role.
✨Tip Number 2
Prepare for the interview by researching V4One and its services. Understand their client base and challenges in the MSP space. We want to see you shine by showing how your skills can directly benefit their growth journey!
✨Tip Number 3
Practice your problem-solving skills! Be ready to tackle hypothetical scenarios related to customer success and technical issues. We love candidates who can think on their feet and demonstrate their analytical prowess.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. Remember, we’re rooting for you!
We think you need these skills to ace Lead Customer Success in Oxford
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the Lead Customer Success role. Highlight your experience in managing technical issues and mentoring team members, as these are key aspects of the job.
Craft a Compelling Cover Letter:Use your cover letter to showcase your passion for customer success and how your skills align with V4One's goals. Mention specific achievements that demonstrate your ability to exceed SLA and KPI targets.
Showcase Your Problem-Solving Skills:In your application, give examples of how you've tackled complex technical challenges in the past. This will show us that you have the analytical thinking we’re looking for in this role.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at V4One
✨Know Your Stuff
Make sure you brush up on your knowledge of ITIL processes and the technical aspects of the role. V4One is looking for someone who can manage complex technical issues, so be ready to discuss your experience with service desks and customer engagement.
✨Showcase Your Leadership Skills
Since this role involves leading a team, prepare examples of how you've mentored or coached colleagues in the past. Highlight any initiatives you've led that improved team performance or client satisfaction, as this will resonate well with their focus on service improvement.
✨Be Organised
V4One values structure and organisation, so come prepared with a plan. You might even want to create a mock 5-day calendar plan to demonstrate how you would manage tasks and meetings effectively. This shows you're proactive and ready to hit the ground running.
✨Communicate Clearly
Excellent communication is key, especially when explaining technical concepts to non-technical users. Practice articulating your thoughts clearly and concisely, as you'll need to engage with various stakeholders, including company executives and field-tech colleagues.
