At a Glance
- Tasks: Lead and develop a high-performing client support team while enhancing service quality.
- Company: Join a growing software business with a focus on innovation and client satisfaction.
- Benefits: Competitive salary up to £70,000, work from home options, and professional development opportunities.
- Other info: Opportunity to work with cutting-edge technology and drive automation in support processes.
- Why this job: Shape the future of client support and make a real impact in a dynamic environment.
- Qualifications: Leadership experience in client support and a track record of improving service quality.
The predicted salary is between 70000 - 70000 £ per year.
MCS Group is delighted to be partnering with a growing software business as they appoint a Head of Client Support.
This is a senior role, with opportunity for a leader within application support to shape and scale a modern support function, combining exceptional client service with intelligent automation, operational excellence and strong people leadership.
You will take full ownership of the support strategy, develop a high-performing team and build a scalable service model capable of supporting a growing enterprise client base.
The Role The Head of Support will define and deliver the Support strategy for a growing client base.
You'll lead, coach and develop the support team.
You'll own service performance, SLAs and customer satisfaction.
Act as the senior escalation point for key clients.
Improve incident, problem and escalation management.
Introduce stronger reporting, analytics and performance measures.
Reduce recurring issues through effective root-cause analysis.
Improve workflows, processes and support tooling.
Drive greater use of AI, automation and self-service across the support team.
Work closely with Product, Engineering, Delivery and Customer Success Represent the voice of the customer across the wider business The Person Leadership experience within Client Support, Technical Support, Service Delivery or Customer Operations.
Experience supporting enterprise customers within a software or technology business.
A track record of improving service quality and operational performance.
Strong people management, coaching and team development experience.
Experience managing customer escalations and major incidents.
A data-led approach to support metrics, reporting and decision-making.
Experience improving support processes, workflows and platforms.
Strong stakeholder management and communication skills.
Experience with Zendesk, AI-enabled support tools, automation or knowledge-centred service would be particularly valuable.
Salary Up to £70,000 plus benefits.
To speak in absolute confidence about this opportunity, please send an up-to-date CV via the link provided or contact Chris Busby, Associate Director - IT Recruitment, at MCS Group Even if this position is not right for you, we may have others that are.
Please visit MCS Group to view a wide selection of our current and exclusive roles All conversations will be treated in the strictest of confidence.
- Skills: Support Manager Head of Support Application Support SQL Software
- Support
Benefits: Work From Home ADZN1_NI
Head of Support in Belfast employer: Workcircle
At Rolls-Royce, we pride ourselves on being a leading employer in the aerospace industry, offering a dynamic work culture that values individuality and innovation. Our Derby location provides a unique opportunity to work on cutting-edge projects like Test Bed 80, with ample training and growth opportunities for both experienced and early career engineers. With a comprehensive benefits package and a commitment to inclusivity, joining Rolls-Royce means becoming part of a forward-thinking team dedicated to shaping the future of aerospace technology.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Support in Belfast
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Workcircle. 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 Workcircle 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 Support in Belfast
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 Workcircle:Your cover letter is your chance to shine! Tell us why you want to work at Workcircle 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 Workcircle!
How to prepare for a job interview at Workcircle
✨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.
