Urgent Search: Customer Solutions Lead

Role Introduction

The Customer Solutions Leader is responsible for leading and high performing team of Support Associates, Support Consultants, Senior Support Consultants and PS consultants to deliver a consistent, high quality customer experience, with professionalism, accuracy and care. This role ensures the team resolves customer issues effectively, upholds service standards, and continuously improves performance and plays a critical role in embedding a culture of ownership, continuous improvement, risk management and customer-first thinking. They ensure the team leverages knowledge and AI tools effectively, contributes to the self-serve strategy through knowledge enablement, AI, and training collateral, identifying opportunities to improve both the customer and operational outcomes. The Team Leader drives accountability, develops team capability, and ensures alignment with strategic goals including CSAT, NPS, First Contact Resolution, Self-Service metrics, and other operational metrics aligned to our company strategy and objectives.

What You Will Do

- Lead, coach, and inspire a high-performing support team by fostering collaboration, shared accountability, and a strong customer-first mindset, ensuring consistent and high-quality service delivery.

- Communicate with clarity, empathy and purpose, building trust, maintaining team engagement, and ensuring alignment with business goals.

- Plan and manage team workload and priorities effectively to meet business objectives, anticipating riss and resolving obstacles to maintain operational efficiency.

- Champion a customer-centric approach by identifying recurring issues, reducing case volumes through proactive improvements, and ensuring a seamless customer experience, identifying trends and recurring issues using data.

- Provide mentoring and guidance to team members, support their development in technical investigation, effective communication, and ownership behaviours, while acting as a key point of escalation, and owning a cross-skilling plan to ensure no "failure points".

- Support the creation, review, maintain and govern high-quality knowledge content, ensuring accuracy, alignment with product updates, and scalability to internal and customer use, ensuring data management to continually improve self-serve.

- Collaborate with cross-functional teams such as Product, Engineering, Commercial, and Customer Solutions to share insights, raise risks, and represent the voice of the customer in decision making processes.

- Drive improvements in self-service and customer enablement, leading initiatives to enhance content, tools, and digital engagement strategies.

- Ensure adherence to governance, compliance, and quality standards, implementing and upholding ISO9001-aligned processes with the team, whilst actively supporting innovation in processes, tooling and knowledge sharing.

- Challenge standards and drive the mindset of accountability, growth and customer-first thinking across the team working at pace, cohesively, in order to close customer cases/incidents quickly, deliver revenue through exemplary service, and ensuring colleagues deliver to standards expected

What You Will Have

- Previous experience of delivering 'customer-ease' metrics and reducing case volumes through best-practice, re-engineering, 'first contact resolution' and knowledge based self-service would be advantageous

- Disseminates knowledge, insights and updates in a polished, precise and compelling manner, demonstrates a deep interest team collaboration, creates rich documents/reports

- Connects with others on team projects and leverages their strengths and knowledge to deliver the best possible results, champions the decision of the team and operates in a way that builds team spirit

- Consistently looks at complex issues from many angles, obtains a rich and deep understanding swiftly cuts to the core issue, skilfully separates root causes from symptom

- Strengthens alignment and coordination between own work and others, providing well sequenced activities and exact time frames; foresees and resolves many potential bottlenecks and delays

- Strong analytical skills with the ability to extract insights from performance data, create clear reports, and presents findings to influence decision making and strategy

- Is consistently honest and straightforward; shares uncomfortable information in a clear and helpful manner, maintains high ethical standards/professional code of conduct

- Understanding of SaaS environment and customer service expectations, delivering services to ensure we have Customers for Life

What We Do For You

- OneAdvanced Perks At Work – Exclusive employee discounts & benefits portal
- Charity Fundraising – Proud to be a Patron of The Prince's Trust; every employee is entitled to one day of volunteering each year
- Endometriosis Friendly Employer - We are proud to confirm our commitment to developing an environment and culture that allows those with endometriosis to thrive in the workplace

Who We Are

OneAdvanced is one UK's largest providers of business software and services serving 20,000+ global customers with an annual turnover of £330M+. We manage 1.5 million 111 calls per month, support over 2 million Further Education learners across the UK, handle over 10 million wills, and so much more. Our mission is to power the world of workand, as you can see, our software underpins some of the UK's most critical sectors.

We invest in our brilliant people. They are at the heart of our success as we strive to be a diverse, inclusive and engaging place to work that not only powers the world of work, but empowers the growth, ambitions and talent of our people.

To learn more about working at OneAdvanced please click here

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