Head of Support and Customer Experience

Salary and Benefits

The experience expected from applicants, as well as additional skills and qualifications needed for this job are listed below.
Up to £60k (dependent upon experience) + potential 25% bonus
Monday to Friday, flexible working
Home based/Remote based
25 days holiday p.a. plus bank holidays and you can also buy up to 5 days, paid back over 12 months (Pro-rata), when you reach 2 years' service this will rise to 26 days, then 1 day with each year of service up to 5 years
Holiday buying scheme
Healthcare cash plan
Pension scheme
Birthday leave
Electrical vehicle salary sacrifice scheme once probationary period has been passed
Position:
Bloom Procurement Services has a wonderful opportunity for an individual who has a background in IT Support and Customer Experience to shape and build our support and customer experience function from the ground up. The purpose of the Head of Support and Customer Experience is to be accountable for leading the Blooms Support Function and Customer Experience team, ensuring frictionless engagement, meeting the needs of the customer, and identifying and implementing continuous improvement across all customer engagement points to ensure an optimal and market leading service is being delivered. This role is pivotal as we continue to transition into being a tech led business and it was suit someone who is independent, self-directed, yet leads with high levels of emotional intelligence.
Accountabilities of the Head of Support and Customer Experience include:
Developing and implementing a blueprint for continuously improving and scaling processes underpinned by a culture of collaboration, collective accountability, and fanaticism about customer success
Designing and implementing an IT support model and team, for the needs of our internal and external customers
Defining, building, and executing a customer experience strategy
Aligning and uniting the organisation around the customer and ensure that the customer and the impact on the customer is embedded in all decisions, designs, and conversations
Requirements:
To achieve performance excellence in this role we are looking for individuals to demonstrate the following:
Strong ability to implement and configure customer support management tools (ideally Zendesk) to track issues and report performance against defined benchmarks and targets
Previous experience managing and leading high performing IT support and customer experience teams
Be competent and have expertise to working to ITSM standards
Demonstrable experience of how you have used data to drive continuous improvement
Previous IT customer experience / IT customer support leadership experience
If you're intrested in applying, send us your CV today.
Other information:
Bloom offers a dynamic supply chain providing the public sector with a marketplace to buy and manage services. We ensure delivery of quality outcomes from our pre-approved and ever-growing network of suppliers and consultants. Our fully compliant open access marketplace is outcomes based meaning the public sector only pays for what is delivered. Our purpose is to deliver brilliant outcomes today that build a better tomorrow.
We can provide a compliant managed procurement service covering specification development, supplier identification & onboarding, commercial management, and lessons learned upon successful delivery of outcomes.
We make it easier for public sector buyers to deliver on their social value goals through our marketplace and believe in the need to demonstrate innovation and showcase the skills of the SME community including social value that can be generated through every project.
Remote working/work at home options are available for this role.