Head of Client Support Services

Head of Client Support Services

📍 Central England (Home-Based (Hybrid / Remote) with 1 day per week in Milton Keynes)

💰 Salary: Circa / in the region of £45,000 per annum DOE (offering flexibility for the right candidate) + Share of company profits after 12 months

👤 Number of Direct Reports: 2

⏰ Hours: 35 hours per week, Monday to Friday

📅 Permanent Position

KEY EXPERIENCE

1️⃣ Software & Data Reporting – Experience with data-driven platforms, reporting tools, and technical issue resolution.

2️⃣ Market Research / Insights – Background in market research, insights, or data analysis within retail or foodservice.

3️⃣ Client Support & Service Management – Strong customer service skills, managing support queries, and ensuring high service levels.

4️⃣ Project & Team Leadership – Experience leading teams, coordinating projects, and working with cross-functional teams (IT, data, commercial).

5️⃣ Advanced Excel & Numeracy – High proficiency in Excel and strong analytical skills for handling large datasets.

MORE ABOUT THIS GREAT Head of Client Support Services OPPORTUNITY:

Our client is a leading provider of data management and insight services within the wholesale, convenience retail, and foodservice sectors. With a reputation for exceptional customer service and cutting-edge reporting solutions, they are seeking a *** Head of Client Support Services *** to maintain and enhance their outstanding service delivery.

The Head of Client Support Services role:

This pivotal role ensures the smooth operation of our client’s reporting platforms and customer support services. Acting as the key interface between online users, IT development teams, and data quality specialists, the successful candidate will manage platform uptime, resolve support queries, and oversee client reporting.

Key responsibilities in the Head of Client Support Services position:

• Maintain high service levels across reporting platforms, ensuring data accuracy and timely query resolution.
• Act as a liaison between users and technical teams, ensuring effective communication and issue resolution.
• Lead and develop a small support services team, fostering a positive and collaborative working environment.
• Provide KPI and QA reporting to senior stakeholders, ensuring contract renewals and client satisfaction.
• Oversee project timelines and coordinate with the development team to implement new features and improvements.
• Enhance data cleansing processes in collaboration with the data quality team.
• Develop and maintain administrative systems to support departmental efficiency.

ABOUT YOU

 

The ideal candidate will be an experienced software or data-driven solutions professional with a background in market research, insight, foodservice, or retail technology. You thrive in a structured, process-driven environment, enjoy managing workflows, and have a natural ability to persuade rather than instruct.

✅ Key Skills & Experience:

✔ Advanced Excel skills and a strong grasp of data analysis.
✔ Experience with software systems, ideally CRM, sales reporting, or analytics tools.
✔ Familiarity with IT development processes and working with technical teams.
✔ Highly organised with a "completer-finisher" mindset.
✔ Excellent interpersonal skills with a solution-focused approach to client service.
✔ Experience using support ticketing systems (training available).
✔ Strong written and verbal communication skills.
✔ A keen eye for process efficiency and continuous improvement.

What’s on offer with the Head of Client Support Services opportunity:

💰 Salary c. £45,000 per annum (flexibility for exceptional experience).
📈 Profit share scheme (after 12 months).
🏡 Home-based role with 1 day per week in Milton Keynes office.
🌴 25 days holiday + pension contributions.
💻 Laptop provided & work-from-home allowance.
🚗 Expenses reimbursed (mileage, rail fares, subsistence).

This is an excellent opportunity for a detail-driven, tech-savvy, and people-focused professional to take ownership of a critical function within a growing business.

If you have a passion for delivering exceptional client support in a data-driven environment, we’d love to hear from you.