Head of Customer Service
Content+Cloud
Manchester, UK
1d ago

Company Background

Although this role has been advertised as Content+Cloud, please note that you would be employed by Sipcom, one of the group’s companies’

Why SIPCOM

SIPCOM provide private, public and hybrid voice cloud solutions for our customers and partners globally working with some of the most exciting technology on the market.

SIPCOM provide platforms for Microsoft and Cisco collaboration solutions including BroadSoft and Skype for Business. The business is dynamic and fast-paced focusing on SME, Enterprise and Public sector organisations across North America and Europe.

Due to the year on year growth of the business and SIPCOM having a global footprint the opportunities for personal development and professional advancement are significant.

This customer-centric role, with moments of high pressure, can provide fantastic job prospects for the right candidate.

The Role

We are looking for an individual who can scale our service and support organisations to meet the demands of a rapidly growing organisation in the bullish UCaaS market.

This is a dynamic role, where you will be empowered to create, design, and implement a strategy that shapes a critical company function.

You will lead an international team of specialist support engineers, driving a continuous improvement mindset that is aligned to our corporate values of excellence, integrity, relentless customer centric and driving innovation.

In addition, you will be the face of the Service to our partners and customers through regular service reviews and planning workshops enabling you to be the voice of the customer internally.

We are seeking a candidate who inspires their team and wins the trust of our customers.

Responsibilities :

  • Develop and execute strategy for Customer Support operations including service acceptance, assurance, and continuous improvement framework
  • Stay current with company products, initiatives, and trends in the UC sector to support customer services initiatives
  • Accountable for strategic, business, and operational leadership, to ensure achievement of maximum value to our customers
  • Build and maintain excellent relationships with customer’s executives and assure business continuity and smooth execution, leading to high retention rate and increasing revenues
  • Build the vision and set strategic goals
  • Comfort in C-Level relationship management.
  • Working on effective planning processes including forecasting, capacity management and scheduling.
  • Reporting on your departments KPI's, progress, risks, and opportunities on regular business wide updates.
  • Being an internal and external change agent while protecting customer service from disruption by maintaining high levels of employee engagement.
  • Manage Service Reviews and Service Review documentation.
  • Manage supplier review and ensure they are maintaining their commitment and SLA to us for both delivery and support.
  • Cultivating customer relationships that position Sipcom as a trusted partnership and their preferred specialist for UC products.
  • Location and Environment

    This role will ideally be based out of our Cardiff offices, however we are open to remote and flexible working for the right candidate.

    At Content+Cloud we look for a particular kind of person. Someone who likes nothing better than helping others to achieve their goals.

    Someone who is driven by a desire to go the extra mile for our clients, focusing on the little things that make a big difference.

    Someone who loves technology, not for its own sake, but for what it can deliver in terms of organisation.

    This is the real Content+Cloud difference : the mindset of our people.

    We see every client challenge as an opportunity for fresh thinking, and every client journey as an adventure.

    Required Skills and Capabilities

  • Extensive experience of running large customer service or customer success teams in highly complex matrix organisations.
  • Ambitious, driven & passionate about making a difference.
  • Proven track record in improving customer satisfaction or Net promotor scores (NPS).
  • A customer experience mindset with a determination to exceed customers' expectations at every opportunity.
  • A clear and supportive individual with a track record of developing teams to deliver their highest performance levels.
  • Self-starter with initiative and drive.
  • Analytical mindset, curious about the data behind what we do.
  • Adaptable and flexible with the ability to manage resourcing challenges without compromising on customer experience and quality.
  • Motivated by working in a fast-growing company.
  • Previous experience working in a unified comms space would be an advantage.
  • Hands on experience using CRM systems
  • Curiosity for learning and a growth mindset are key.
  • Data centric with advanced understanding of interpreting data and insight.
  • Proven experience developing operating models and reviewing end to end journey processes required.
  • Package

  • Salary dependent on experience
  • Role based in Cardiff (remote and flexible working options are available)
  • Pension provided via NEST
  • Eye test vouchers provided
  • 25 days holiday
  • Social events when in office (bbq’s, pub lunches etc)
  • Good luck and please bear in mind we receive a very high number of applications; we will endeavour to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.

    Content+Cloud is proud to be an equal opportunity workplace that is committed to attracting and retaining the best talent regardless of race, sex, age, national origin, religion, sexual orientation, gender identity, disability or criminal history.

    As part of our compliance requirements, we do undertake background checks which, dependant on levels of security required for the role or client assignment, may include a criminal record check.

    Please do let us know if you would like more details on the level of checks for the specific role you are applying to.

    We are happy to provide any reasonable adjustments you may need to ensure you feel you have the best experience across our selection process and future employment,

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