Head of Customer Support

E-learning

Location	Midlands
Salary	£40-45K
Job type	Permanent
Job ref	BT604

Our client is seeking a Head of Customer Support to manage the support team within EMEA consisting of Application Support Analysts and a Team of Client Administrators. Knowledge of e-learning industry standards and experience of supporting database applications in MS-SQL environments is essential.

Key Responsibilities:

The company's portfolio includes e-learning, learning management systems, reporting help-lines, case management tools and GRC management systems.  The Head of Customer Support is responsible for the team that administers and supports these solutions covering a broad range of development technologies methods and processes.

 

LMS:

• Ensure effective implementation and support methodologies and processes are used for clients utilising LMS platforms in both hosted and installed environments.
• Co-ordinate the migration of clients from legacy learning platforms to new LMS.
• Manage the delivery of learning administration services to clients in accordance with agreed service levels.

GRC:

• Support the introduction of GRC solutions to the EMEA business through building appropriate resources, skills and processes in the customer support team and through liaison with GRC teams in other regions.

Hotline and Case management:

• Ensure effective implementation and ongoing support of whistleblowing hotline solution which includes web and telephone-based front ends and associated case management solutions.

Support:

• Management of the first and second line technical support team. 
• Management and development of support tools and processes across the solution set.
• Develop, monitor and improve the support model including SLAs, incident management, escalation and change management procedures etc.

Suppliers:

• Manage relationships with external suppliers (e.g. data hosting facilities) monitoring cost, quality and overall performance against agreed SLAs.

In addition:

• People Management responsibility for the Customer Support Team, EMEA, providing day to day support and ongoing development and performance of the team.
• Update the Director, Compliance Programme Operations on relevant technical issues in the context of the business activities of the Division, the needs of clients and also technology issues.

 

Essential skills and experience:

• Extensive proven experience of managing and implementing learning management systems and online courseware.

• Competency in databases and internet applications. Ideally with experience of complex implementations of SaaS applications in the compliance or operational risk domain. 
• Previous practical experience configuring and supporting ERP or similar software packages in an enterprise environment.

• Previous practical experience supporting database based applications and ability to support these applications in MS-SQL environments.
• Excellent communication skills
• Excellent client relationship skills
• Experience of dealing with blue-chip clients
• Proven track record of employee management, motivation, recruitment and training
• Proven ability to define policy and implement strategic change
• Knowledge of e-learning industry standards
• Experience of web technologies or multimedia environment including web-based delivery, development tools, instructional and graphical design in an e-learning/online environment

 

The role requires first rate people management and team building skills, in addition to being able to recruit, manage and develop a broad spectrum of people with diverse abilities.

Ability to think strategically but also manage substantive short term and potentially unstable operating situations. This will include where necessary client liaison.

Diplomacy, tenacity and initiative are critical personal attributes.

The role may require overseas travel and remote working, including some elements of unsocial hours. Self management will be important in this context.