Head of Customer Experience - Top 3 Hosting & Cloud Brand

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Head of Customer Experience - Top 3 Hosting & Cloud Brand

Glasgow, G20

£45,000 - £60,000 per annum DOE + Excellent Benefits Package + Personal Development

Ready to join one of the leading UK providers of cloud computing and managed hosting as their Head of Customer Experience?

Headquartered in Glasgow, we employ over 380 talented staff in offices and datacentres across the UK. Originally founded in 1998, the business is listed on the London Stock Exchange and specialises in delivering cloud consultancy, facilitation and digital transformation to ISVs, SMEs, enterprises and the UK public sector.

Our employees help enable any size of business and organisations to operate their online data and IT environments safely and securely. Our technical staff are experts in public, private and hybrid cloud solutions - including AWS and Microsoft Azure - as well as data centre and network engineering. We own and operate a network of UK data centres connected by a high capacity private fibre network and backed by 24/7 technical support.

The Head of Customer Experience Opportunity:

The Head of Customer Experience will be responsible for ensuring that the group delivers on its promises to customers. A key focus will be to help drive the business forward through best in class service and customer endorsements thereby encouraging more prospects to become customers, allowing greater impact on our recurring revenue.

As the Head of Customer Experience you will have accountability for delighting our customers and ensuring technical service excellence at all customer support touchpoints. You will ensure that our customers are happy and that we are engaging with them at all levels. You will ensure that adequate measurement and regular reviews of the delivered services are being undertaken.

This role requires strong analytic skills to analyse productivity, service and process times and using this data you should be able to ensure that we are providing the best possible service to the customer.

You will work with the other managers to implement identified changes and improvements to the running service. This will include enhancements as well as additional workload from new acquisitions.

You will work closely and collaborate with internal and external key stakeholders, developing opportunities for cross-team effectiveness and removing organisational barriers for strong teamwork, collaboration, and excellent service delivery.

Head of Customer Experience Knowledge, Skills and Experience Required:

Essential:

+ Passionate, collaborative, results-oriented leader with a proven track record of inspiring and building strong performing teams within a technical support environment

+ Strategic and visionary about customer service

+ Excellent data analysis skills

+ Demonstrated technical management knowledge of Infrastructure, Virtualisation, Networks, High-availability design, Cloud solutions and disaster recovery services

+ Experience in implementing quality guidelines, standards and procedures

+ Exceptional communication skills

+ Strong interpersonal/relationship management skills with the ability to negotiate and influence others

+ Demonstrated financial and contract management skills

+ Bachelor’s Degree or equivalent experience

+ Experience working in ITIL framework for service delivery

+ Excellent operational delivery skills with a proven record of delivering plans and projects within timescale and budget

+ Ability to work with others to achieve goals and embrace change

+ A desire to promote and improve operational effectiveness

Desirable:

+ Experience within a cloud solutions/hosting environment

What do we offer in return?

+ We’ll shout you to lunch once a month

+ ½ Day off on your Birthday

+ Breakfast on us every day, including a hot roll on Fridays

+ Free on-site car parking

+ Long service benefits

+ Snacks, drinks and fruit all day, everyday

+ Share save and childcare voucher schemes

+ Supported training

Training & Development

As you can gather, we have a relaxed and friendly working environment but don’t be fooled; you will be working with some of the country’s best talent and greatest technical experts. We want our people to thrive, prosper and to leave work every day feeling valued and that they have made a difference. Talented, motivated and creative people lie at the heart of our success so we invest heavily in our people and their professional and personal development through technical certification and our Management and Leadership Development Programme.

You may have worked in the following capacities:

IT Service Delivery Manager, IT Infrastructure Service Delivery, Head of Customer Support, Head of Customer Service, iaaS Service Delivery.

Interested? Apply here for a fast-track path to the Hiring Manager

Application notice... We take your privacy seriously. When you apply, we shall process your details and pass your application to our client for review for this vacancy only. As you might expect we may contact you by email, text or telephone. Your data is processed on the basis of our legitimate interests in fulfilling the recruitment process. Please refer to our Data Privacy Policy & Notice on our website for further details.

If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.