EMEA Customer Service Leader | Hybrid (London)

Wolters Kluwer; Greater London; Híbrido; GBP 90.000 - 135.000; Jornada completa

Descripción de la vacante

Wolters Kluwer is seeking a Manager Customer Service EMEA based in London with a hybrid work pattern, two days in the office weekly. You will lead a team of 8 professionals across the EMEA region, shaping the support strategy and ensuring top-tier service.

Responsibilities include managing escalations, driving continuous improvement, and leveraging Power BI/Tableau for reporting. The role requires strong IT infrastructure knowledge and stakeholder management, with collaboration across US and

Formación

• Proven experience leading technical support teams and meeting SLA targets.
• Strong background in IT infrastructure: networks, security, databases, web servers, Windows OS.
• Experience with data analytics and reporting tools.
• Familiarity with AI technologies.

Responsabilidades

• Define and execute the support strategy for EMEA, aligning with global objectives.
• Lead and develop a high-performing technical support team through coaching and engagement.
• Drive case deflection and real-time customer response initiatives using digital technologies.
• Oversee front-line operations and partner networks to meet SLA targets.
• Champion a white-glove approach for gold-tier accounts and manage client relationships.
• Collaborate with US and APAC regional leads to share best practices.

Conocimientos

Leadership

IT infrastructure

Data analytics

Stakeholder management

Communication

AI technologies

Educación

Bachelor's degree

Herramientas

Power BI

Tableau

Descripción del empleo

Wolters Kluwer is seeking a Manager Customer Service EMEA based in London with a hybrid work pattern, two days in the office weekly. You will lead a team of 8 professionals across the EMEA region, shaping the support strategy and ensuring top-tier service.

Responsibilities include managing escalations, driving continuous improvement, and leveraging Power BI/Tableau for reporting. The role requires strong IT infrastructure knowledge and stakeholder management, with collaboration across US and