The Company is in search of a Head of User Support to lead and develop its user support function. The successful candidate will be responsible for ensuring the delivery of accessible, high-quality, and customer-focused support services that meet the needs of users and stakeholders. This role involves providing strategic and operational leadership for the user support team, overseeing the performance, governance, and continuous improvement of user support services, and leading a small internal team as well as an outsourced contact center partnership. The Head of User Support will be expected to establish clear operational priorities, standards, and objectives, and to use insight-driven decision-making to ensure that user support services contribute to the organization's priorities and support its ambition to provide trusted, efficient, and user-centered services. Applicants for the Head of User Support position at the company should have a proven track record in leadership and people management, with experience in leading customer support, service, or contact center teams. Essential criteria include strong experience in managing service performance through KPIs, SLAs, and governance frameworks, as well as excellent stakeholder management and influencing skills. The role also requires experience in managing operational risks, escalations, and service continuity, and the ability to lead the resolution of complex user support issues. Desirable criteria include experience in a regulated environment, CRM platform governance, and customer support technology, as well as experience in business continuity planning and leading organizational change programs. The ideal candidate will be adept at using user feedback and operational insights to identify opportunities for improving user journeys, service quality, and operational efficiency.