Head of IT Customer Service

London  ‐ Onsite
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Description

Is delivering exceptional customer service your passion? Do you want to make a difference to nearly 100,000 users? Is motivating teams and defining new levels of customer service something that excites you?

The Head of Customer Service provides the entry point for users to have their day to day issues resolved - accountable for the overall user experience for Technology.

You'll create and develop the customer service offering to the organisation, working with your team, other Digital and Technology functions, and third parties to deliver an excellent experience to the organisations users.

You'll be responsible for the Help Desk which supports users with Digital and Technology issues - with a focus on first time resolution, excellent response rates, challenging technology that doesn't meet customer needs, problem management: responding and managing major incidents, monitoring and reporting on performance within Customer Service.

Responsibilities:
  • Customer Service Excellence - focusing on ensuring end users receive the best customer experience available is key to the success of this role. This will only be achieved by developing a strong team, and working closely with other areas of Digital and Technology.
  • User Centred Approach - understanding how users interact with customer service is essential, ensuring a multi-channel approach that services the needs of the user when they need it, and how they need it.
  • 1st Line Support - providing excellent 1st line support with talented team members, access to knowledge and training and integrated tooling.
  • 2nd Line Support and Desktop/Local Support - delivering enhanced 2nd line support for more complex issues, or issues that require local/hand-on activities should be seamless.
  • Strategic Vision
  • Team Management and Development
  • Supplier Management - developing good relationships with existing and new suppliers who provide customer service, help desk, and technical services and solutions is essential. Managing suppliers to ensure they meet their obligations, in addition to ensuring the organisation as a whole meets it's obligations is critical to the success of this role.
  • Reporting, Monitoring and Metric -Creating key metrics around customer service performance, in additional the performance of the technology being supported will enable better decision making and resource allocation.
  • Understanding the Organisation - the organisation is complex and changes frequently. Ability to understand the organisational structure, business and user requirements
  • Processes and Tooling - the Head of Customer service will have responsibility and accountability for ensuring the relevant tooling is available to support the organisation, working with other functions within Digital and Technology to ensure an integrated solution exists to meet the needs of the organisation. This role is accountable for the processes the Customer Service team uses to make best use of the people, systems and other resources available as part of the role.
  • Commercial and Financial Management
  • Senior Management Team


Transformation of Customer Service

Transform Customer Service by designing and delivering a project to improve our approach to and delivery of 1st and 2nd line support. This includes:
  • Conducting user research into our current provision and issues.
  • Implementing solutions to the user research findings.
  • Metrics: how do we know we're doing a good job?
  • Tech bars and local support; where should they be? how do they scale? Plus, implementation.
  • Strategic direction on local vs shared service provision.
  • Fixing the service catalogue technology and processes.
  • Fixing the overall request process to reduce time to fulfilment and remove unnecessary steps.
  • Communicating the successes to the business.
  • Support the implementation of a revised approach to SIAM services, including which services we bring in-house, and which we outsource.
  • Support the implementation of our commercial strategy.
Start date
02/2018
Duration
12 months
Published at
20.01.2018
Project ID:
1488018
Contract type
Freelance
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