Head of Institutional Support

Springer Nature Group; London; Hybrid; GBP 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a Head of Institutional Support to lead a dynamic team in delivering exceptional customer service. This role involves managing complex systems, advocating for customer needs, and ensuring high-quality support for institutional clients. With a focus on continuous improvement and collaboration, you will drive strategies that enhance the customer experience while overseeing stakeholder relationships and service delivery. Join a forward-thinking organization that values innovation and employee development, and make a significant impact in the world of research and publishing.

Qualifications

• Extensive leadership experience in international customer service.
• Strong management skills with international teams and vendors.

Responsibilities

• Deliver global 24/7 front-line support to institutional customers.
• Manage KPIs and develop customer service policies.

Skills

International Customer Service Leadership

Staff Management

Project Management

Data-Driven Improvement

Stakeholder Management

Education

Degree or equivalent

Customer Service Qualifications

Job description

Head of Institutional Support

Apply locations

London | Heidelberg

Time type

Full time

Posted on

Posted 2 Days Ago

Time left to apply

End Date: May 12, 2025 (11 days left to apply)

Job requisition id

JR102703

Job Title

Head of Institutional Support (m/w/d)

Location

London or Heidelberg - hybrid working model

Organisation

Springer Nature

Application Deadline

Monday, 12th May 2025

About Springer Nature Group

Springer Nature opens the doors to discovery for researchers, educators, clinicians, and other professionals. Our brands and imprints have been a trusted source of knowledge for over 180 years, reaching millions worldwide. We are committed to ensuring that fundamental knowledge is accessible, verifiable, and usable, to improve outcomes and benefit future generations. Visit group.springernature.com and follow @SpringerNature / @SpringerNatureGroup.

About the Division

The Springer Nature Customer Service Center (SNCS) supports customer service, fulfilment, logistics, and customer experience management for Springer Nature’s businesses, including research and professional publishing divisions. The Institutional Support team provides 24/7 front-line support for institutional customers and products such as academic and corporate libraries, licensed platforms, and transformative agreements, utilizing various support tools, in-house resources, and offshored BPO.

Purpose of the Role

Responsible for delivering global 24/7 front-line support to institutional customers, ensuring high-quality service, continuous improvement, and effective collaboration with internal and external stakeholders. Demonstrates a forward-thinking approach, manages complex systems and data, and fosters confidence in interactions.

Responsibilities

1. Ownership and delivery of front-line support aligned with strategy.
2. Advocate for customers, sharing insights to improve experience.
3. Set strategies for service improvement.
4. Manage KPIs, standards, and targets.
5. Develop and communicate customer service policies.
6. Manage stakeholder relationships, including with sales and technology teams.
7. Handle service issues proactively, ensuring effective management and communication.
8. Forecast and manage budgets and resources, including third-party vendors.
9. Investigate and deploy new technologies for service enhancement.
10. Ensure tools and systems are fit for purpose, collaborating with technology teams.
11. Work closely with SNCS leadership and data teams for continuous improvement.
12. Ensure legal, compliance, and safeguarding responsibilities are met, including GDPR, PCI, and accessibility.
13. Promote employee development, morale, and productivity.

Experience, Skills & Qualifications

Experience:

• Extensive international customer service leadership experience.
• Line management of international staff and managers.
• Experience working with third-party service vendors.
• Project management, especially related to systems or customer service.

Skills/Knowledge:

Essential

• Willingness to travel internationally.
• Staff management skills.
• Management of international teams and vendors.
• Progressive customer service management skills.
• Understanding of complex systems and data architectures.
• Resource and budget management.
• Data-driven improvement approach.
• Stakeholder management confidence.

Desirable

• Knowledge of data protection, accessibility, and PCI compliance.
• Awareness of publishing industry.

Qualifications

Degree or equivalent; customer service qualifications preferred.

Job Posting End Date:

12-05-2025