AddSecure Smart Transport are the industry leading supplier of fleet management solutions. Our products reduce costs, protect our customers fleet and save lives.

We believe our people are our biggest asset and place great importance in building a culture where our employees thrive and want to perform. Our values are Team Spirit, Simplicity and Customer Focus. We offer a fascinating and challenging function in a dynamic environment, which guarantees diversity and versatility. You will be part of a motivated team in an internationally renowned company.

About the job

The purpose of the Head of Service Support is to direct and manage all activities relating to the delivery of effective customer service. The successful candidate will be highly organised, be able to thrive in a fast paced environment and be a strong people manager. They will need to liaise with other department heads across the organisation to drive the customer experience strategy forward.

The Head of Service Support will do this in a variety of ways, including but not limited to:

• Implementing and maintaining effective methods for gathering customer satisfaction data.
• Developing plans and targets for the customer service team.
• Delegating tasks to team leaders to ensure the smooth running of the department
• Analysing and interpreting data relating to customer service effectiveness
• Managing and maintaining long-lasting relationships with customers and clients
• Controlling expenses and monitoring budgets for the department
• Supporting other departments with customer-service related issues
• Organising training and facilitating the development of the customer service team
• Conducting all people management requirements for their teams, including recruitment where required.

Key Accountabilities

Leadership - To provide leadership and direction to the entire customer support department. To establish and oversee the adoption of the department's vision, goals, and objectives at all levels. To be an excellent people manager.

Strategy - To play a leading role in strategy formulation for the customer support department. To deliver continuous improvement of our customer experience by the formulation and implementation of appropriate approaches and strategies to be employment by he team.

Analytics - To measure the effectiveness of all customer support approaches and initiatives. To conduct research and put performance measures in place in order to continuously monitor the customer support process.

Relationships - The successful candidate is responsible for managing both internal and external relationships on behalf of the customer support department.

About you

Education - The Head of Customer Support should have a degree or ideally postgraduate degree in a relevant discipline (Business Administration for instance). Candidates with equivalent working experience will also be considered.

Experience - The Head of Customer Support should have a number of years’ experience working at a senior level in a fast-paced and demanding customer support environment. A suitable candidate will also have significant experience in customer service research and analytical techniques and proven experience of driving positive change and enhanced performance in a customer support environment.

Communication Skills - The Head of Customer Support will need exceptional communication skills in order to communicate effectively with both internal and external customers. Suitable candidates must be capable of tailoring messages for different audiences and be able to communicate complex concepts in a simple, unambiguous and convincing manner.

IT Literacy - The Head of Customer Support will need to evidence advanced proficiency in the use of commonly used IT Products (MS Office) and Systems (Salesforce experience desirable but not essential)

Leadership/People Skills - A suitable candidate will possess outstanding leadership skills and a keen ability to inspire and motivate others. They will also be an approachable and relatable individual who is prepared to take accountability for the actions of the customer support team.

Other Required Skills and Attributes

The Head of Customer Support must be able to think creatively and strategically, have the ability to multi-task and work well under pressure. They will also have a keen ability to prioritise, manage multiple projects, and meet deadlines. In addition, they will be highly self-motivated working under minimal supervision.

We offer

Our employees are our greatest asset and for us it is of great importance to build a culture where our employees thrive and want to perform. AddSecure’s core values are team spirit and cooperation, simplicity, and customer focus. We offer a fascinating and challenging role in a dynamic environment, which guarantees diversity and versatility. You will be part of a motivated team in an international company.

In addition:

• Competitive salary
• Private medical insurance
• Life assurance
• Group Income Protection
• 25 days annual leave

Location: Northampton

The process

Would you like to take part in our journey? We look forward to receiving your application. Apply easily by attaching your CV. Please submit as soon as possible as we are interviewing candidates on an ongoing basis. We cannot accept applications by email, and we don’t require a personal letter.

For more information about the position please contact Ian McAllister - Director of Service and Operations on ian.mcallister@addsecure.com. We work competence-based throughout the process, and this includes work psychological tests, interviews, and reference taking. For this reason, we use Alva Lab's assessment methods to help us identify candidates most likely to thrive and fit the role.

We conduct background checks on all our employees, and you need to be eligible to work in the UK.

DepartmentService & SupportLocationsNorthampton, UKRemote statusHybrid RemoteEmployment typeFull-time