My client is a technology based organisation in the North West. Currently employing circa 40 people, they are rapidly expanding in preparation for a global roll out of their products throughout 2011. Due to this they are now looking to attract a Head of Customer Services to report into the CEO. This is a very busy and exciting time and a fantastic time to join the company.

Role Profile:

Main

*Prepare comprehensive action plan for setting up both customer and distributor support in each target country in the companies business plan, for both broadcast and IP services
*Set up localised support for both customers and distributors in each target country in the companies business plan.
*Maintain a high level of ongoing customer and distributor support for all of the target countries
*Set up and maintain a means of regularly obtaining user feedback to continually improve the service

Infrastructure

*Build in house support team
*Select, set up and manage overseas outsourced call centres
*Set out web site design specification including site map, design guidelines and detailed copy for each page for both customer and distributor support web site.

Management

*Oversee and manage both the in house support team and external call centres
*Maintain good knowledge of all company products and services and its ongoing service roadmap to ensure all necessary support planning is done in a timely manner
*Liaise with distributors and retailers and ensure that all necessary customer support facilities are in place
*Liaise with content providers to ensure that all necessary customer support facilities are in place for all elements of the ongoing IP services
*Put in place procedures to monitor effectiveness of customer support operations
Other
*Prepare and maintain all support related documentation including product and service guides and FAQ's
*Maintain a database of key areas generating customer support enquires and make suggestions as to service improvements to minimise ongoing support
*Prepare draft support cost budgets
*Provide weekly management reports relating to the above