Head of Support and Customer Experience
£54k-£60k + potential 10% bonus, dependent upon experience.
Permanent, Remote
Benefits…
- £54k-£60k salary dependent upon experience & enrolment into our company bonus scheme.
- Learning and development opportunities
- Monday to Friday, flexible working
- Hybrid working - Gateshead 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.
Bloom is an established, sustainability led, fast-growing company that provides a range of services (SoW creation, contract management, payments, invoicing) that support the public sector to deliver social value outcomes at a local and national level. Our purpose is to enable brilliant outcomes today that build a better tomorrow and we are dedicated to creating innovative technology products and solutions that solve real-world problems and make a positive impact on people's lives. We’re recognised as a Sunday Times Best Companies employer 2023 (medium sized) and we pride ourselves on having a supportive culture based on our Trademark Behaviours. Because our people come first, we continuously seek ways to improve our work environment so that everyone has an opportunity to thrive. Some of our initiatives include wellbeing campaigns, learning and development opportunities, anonymous feedback to senior management, mental health first aiders and more. We are looking for a Head of Support and Customer Experience to join us on our exciting journey towards delivering customer excellence!
About the role…
In this pivotal role, you'll lead our Support Function and Customer Experience team, driving excellence in customer engagement. Collaborating internally and externally, you'll champion a culture of collaboration and customer success, ensuring smooth interactions and continuous improvement across all touchpoints.
Key accountabilities include:
- Defining and executing our customer experience strategy, driving continuous improvement and scalability. Increase customer satisfaction and loyalty while influencing broader operational and product development strategies.
- Collaborating with HR and internal functions to ensure exceptional experiences for both employees and customers.
- Embedding a customer-centric approach in all aspects of the organisation.
- Refining and leading our Customer Support approach and processes, both internally and externally.
- Managing tools like Zendesk
- Building and mentoring a high-performing team, and drive efficiencies through innovation and automation.
About you…
To be considered for the role of Head of Support and Customer Experience we are looking for candidates to demonstrate the following:
- Previous experience running a managed services support desk with multiple clients.
- Experience in both technology and using products like Zendesk.
- The ability and capability to develop high performing teams through adopting a growth mindset and providing continuous feedback.
- Able to demonstrate successful implementation of Customer Support and Experience approach and process.
- Degree qualified or equivalent preferred.
- Recognised professional ITSM certification such as ITIL or equivalent is essential.
About Bloom -
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.
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.
We are an equal opportunities employer; a member of the Armed Forces Covenant and we welcome applications from people from all backgrounds.
If you’re interested in joining Bloom, apply today.