Head of Customer Support

Our Purpose

As a current market leader, Nourish Care provides a digital solution to the health and social care sector which enhances the process of recording, analysing, and sharing of information.

We are in the midst of one of the most exciting times in our history and while we are the current market leader in the sector we will not become complacent. We are dedicated to our purpose of a better life for everyone. We continue to revolutionise the care sector and our incredible employees are what make this possible.

About The Job

We are seeking a dynamic Head of Customer Support to lead our 24/7 Customer Support team. In this role, you will manage customer queries via Intercom, email and telephone, driving improvements and ensuring excellence in service delivery. You will develop and implement customer-centric KPIs, measure team performance, and foster a culture of continuous improvement. Additionally, you will work closely with the Technical Support Manager to triage complex issues and ensure seamless customer experiences. A key responsibility will be optimising team resourcing according to varying demands throughout the day to ensure efficient coverage.

The Role And Your Responsibilities

• Lead, motivate, and develop a high-performing customer support team, ensuring 24/7 coverage and seamless communication across all channels.
• Develop, implement, and regularly review customer-centric KPIs to measure team performance and customer satisfaction, ensuring alignment with diverse client needs.
• Optimise team resourcing based on demand fluctuations throughout the day and week, ensuring appropriate staffing levels for peak times while maintaining quality service delivery.
• Monitor and analyse team performance against established KPIs, identifying areas for improvement and implementing strategies to achieve excellence in service delivery.
• Work closely with the Technical Support Manager to triage complex customer issues, ensuring timely escalation and resolution while maintaining strong communication with clients.
• Establish robust processes for measuring and reporting on customer support metrics. Prepare and present regular performance reports to senior management, highlighting achievements, trends, and areas requiring attention.
• Continuously assess support processes and workflows, recommending and implementing enhancements to improve efficiency and customer satisfaction based on KPI insights and trend analysis.
• Design and deliver training programmes focused on customer engagement, service excellence, and KPI achievement, equipping team members with the necessary skills and knowledge. Ensure that members of the team regularly share knowledge and best practice.
• Handle escalated customer issues with a proactive approach, ensuring timely and effective resolutions while maintaining strong relationships with clients.
• Work closely with product, sales, partnership and marketing teams to ensure alignment and gather feedback for product improvements based on customer interactions and KPI performance.
• Build customer-centric Intercom workflows to effectively triage customer enquiries to the correct channels or allow customers to efficiently self-serve.
• Using data, innovate and drive customer initiatives to reduce first-level queries.
• Establish working practices to deal with customer enquiries across the suite of Nourish products and Channel Partnership offerings.
  
  

Required Experience

• Proven experience in a customer support management role, preferably within the software or social care sector.
• Strong understanding of the UK social care landscape and the unique challenges faced by a diverse range of clients, from large residential care providers to single-person organisations.
• Excellent leadership skills with a track record of building and managing effective, customer-focused teams.
• Demonstrated ability to develop, implement, and analyse customer-centric KPIs, using data to drive continuous improvement initiatives.
• Exceptional communication and interpersonal skills, with the ability to connect with diverse stakeholders.
• Proficiency in support software (e.g., Intercom) and CRM systems.
• Strong organisational and problem-solving skills, with a focus on delivering results.
  
  

As an employer, we offer all the support and development our employees need to grow their skills and expertise and we foster a culture of collaboration and contribution.

Nourish Benefits:

• 25 Days paid leave + Public holidays
• Private Medical Insurance
• Group Life Assurance
• Dental Cover
• Optical Cover
• Enhanced Maternity leave
• Pension Contribution
• Employee Assistance Programme
• Birthday Day off
• and many more.....
  
  

All positions at Nourish are subject to a satisfactory Enhanced Disclosure and Barring Service check, references and receipt of the appropriate Right to Work documents.

Nourish is proud to be an equal opportunities employer and we actively seek and embrace differences in thinking, experience, ethnicity, age, gender, faith, personalities and styles.

The different skills, experiences and backgrounds our employees bring to their roles creates a diverse and makes Nourish a special place to work.