Customer Support Manager

Salary: £42,000 – £48,000 per year

CUSTOMER SUPPORT MANAGER REQUIRED FOR AN IMMEDIATE START. BASED IN COVENTRY £42,000 – £48,000 PER ANNUM DEPENDING ON EXPERIENCE + HYBRID WORKING PATTERN + FREE PARKING + BIRTHDAYS OFF + EXCELLENT BENEFITS!

My client is a well known international organisation and are now looking to recruit for a Customer Support Manager on a permanent basis. This is an excellent opportunity for an experienced customer centric Manager to join an established team of approx 20 individuals covering both a UK operation as well as a European. This is an exciting position that will well suit a candidate who is empathetic with the ability to be both firm yet fair. The opportunity is very much a customer service quality focused organisation, it is not a call centre as most of the calls deal with business customers. The role offers hybrid working options which are 3 days in the office and 2 days from home (if required) and has a lovely working environment with nice offices, free parking and a family orientated feel.

[ The role ]

• Responsible for leading the Customer Support Team
• Engage and inspire those you lead to achieve their goals
• Be an influential coach, mentor and help drive the development of those around you
• Understand people and can effectively manage expectations
• Provide help and advice to customers
• Be committed to delivering exceptional customer service by putting the customer at the heart of everything you do
• Keep accurate records of discussions or correspondence with customers
• Creating and implementing monthly reports and providing KPI’s analysing the customer service levels we provide
• Ensuring that all staff always stay at the correct level of training and be part of that process
• Challenge the status quo to do things better, continuously assess our processes and potential improvement
• Able to implement efficiency projects within customer support and support the rest of the business with larger cross-departmental projects
• Collaborate with other areas of the business to assist in ensuring our customers receive the best customer experience possible
• Continue to assess the customer support department for effectiveness and adjust the processes to give the best solution for the customer base

[ Person and skills required ]

• Managerial experience with a confident attitude
• Process improvement, coaching and developing people
• Effective and confident in communicating and building relationships at all levels – internal and external stakeholders
• Customer centric approach with ability to be empathetic whilst adapting management approach to various staff members
• Enthusiastic with a desire to make a difference and add value
• Keen to make changes to improve the processes to make the customer service experience better
• Develop individuals with the PDP’s to help them progress within the business

If you believe you have the skills/experience for this exciting opportunity please apply ASAP. For more information please contact Mike at the office.