Head of Client Support Services

Location: 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
Contract: Permanent Position

KEY EXPERIENCE

Software & Data Reporting – Experience with data-driven platforms, reporting tools, and technical issue resolution.
Market Research / Insights – Background in market research, insights, or data analysis within retail or foodservice.
Client Support & Service Management – Strong customer service skills, managing support queries, and ensuring high service levels.
Project & Team Leadership – Experience leading teams, coordinating projects, and working with cross-functional teams (IT, data, commercial).

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.

Ideal Candidate Profile

• Background in software, market research, insights, or tech within foodservice or retail.
• A highly organised ‘completer-finisher’ with a passion for process improvement and efficiency.
• Advanced user of Excel and data reporting tools.
• Experience working with software developers and technical teams, with the ability to translate user needs into technical requirements.
• A natural problem-solver with a logical mindset and strong numeracy skills.
• Excellent soft skills – persuasive rather than directive, with a courteous and diplomatic approach.
• Experience with support ticketing systems (desirable but not essential).
• Strong interpersonal skills, able to build and maintain effective relationships across teams.

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

• Competitive salary (circa / in the region of £45,000 per annum, offering some flexibility for similar industry / role experience).
• Company profit-sharing scheme (after 12 months).
• 25 days holiday per year.
• Pension contributions.
• Home-based role with weekly team collaboration in Milton Keynes.
• Laptop and home-working allowance.
• Reimbursement of business expenses (mileage, rail fares, parking, 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.