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Date Added: Tue 06/07/2021

Support And Implementation Director

Leicestershire, UK
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Job Type: Permanent, FullTime

Job Title: Support and Implementation Director

Product: Recruitment SaaS - Applicant Tracking Software (ATS)

Salary: Competitive 

Location: United Kingdom

Benefits: Perkbox, 22 days annual leave + your birthday off for free, flexible working, Fresh fruit and snacks in the office and Regular social events (once we are able to do so)

The Company

Established in 2008, our company has grown significantly in both the private and public sector, having a significant market presence and a strong reputation as a leading recruitment software and service solutions provider.

Vacancy Fillers is leading provider of a SaaS-based recruitment solutions.  Our vision is to digitally transform recruitment, so businesses can build teams more efficiently and effectively.

We encourage an open, collaborative culture where our developers, designers, sales team, marketing and support team are encouraged to share ideas to improve products and services. We are very passionate about our work and have a team of great people who love what they do every day.

Well over 4 million people — from Candidates and Hiring Managers to Recruiters and HR Teams rely on Vacancy Filler to find their next career and recruit their next team member.

The Support and Implementation Director will be joining a well established team with over 20 years experience of working within Vacancy Filler, We have very ambitious growth plans and require an infrastructure, process and team to be able to on board and support our clients to the highest standard. If you have experience of developing and growing a support and implementation function, we would like to here from you.

Job Description

Our customers are at the heart of our business and this is a key role in aligning our support and service teams to ensure that we deliver a consistent and excellent customer experience. The Customer Operations Manager will have previous experience of managing both service desk and professional service teams. 

Role responsibilities:

Managing a team of 7 professionals across multiple disciplines:

Service desk
Customer implementation services

Define and streamline processes to bring the service operations into a multi-disciplinary team and take our services to the next level

Co-ordinate and resource customer projects
Manage the relationship between the service functions and the product development team to ensure we meet out support and service SLAs

Own the end-to-end lifecycle of all support and service tickets, from creation through to resolution

Be a key point of contact for customer escalations
Ensure that incident reviews are undertaken, logged and documented
Work closely with the account management function to align both sales and service

Ensure the teams continually develop their skills and keep up to date with the latest product developments

Mentor and develop staff including succession planning
Actively promote excellent customer service for all front-line service delivery staff, constantly seeking ways to improve customer experience and satisfaction

Provide data and reporting of KPI's and trends to ensure the service is suitably managed and optimised and report to management and others in ad-hoc, weekly, and monthly basis

Use metrics to analyse and improve the performance of the services function

In parallel, the Support and Implementation Director will need to immerse themselves in our SaaS recruitment platform.

The Successful Applicant

Experience of delivering project and support service in a SaaS environment
A desire to deliver customer excellence
The ability to lead and develop a multi-disciplinary team
A passion for technology

Additional attributes that would be useful, but not essential

A background in recruitment
Excellent project management skills with a formal qualification
Prior experience of supporting and deploying solutions in a software-as-a-service (SaaS) business

Experience of scaling service functions through automation

If you wish to apply for the position of Support and Implementation Director, please click apply and upload your most up to date CV
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