Customer Service Manager

Global cloud-based software developer providing solutions for small and medium-sized businesses to thrive through beautiful software, advice and connections. They aim to make being a small business more efficient and profitable, and more enjoyable too.

How you’ll make an impact:

The role of the Customer Success team is to delight, support and give advice to clients with regard to the use of the software system. In this role as Customer Service Manager, you’ll lead Customer Service team members and ensure the team and the customers are well supported.
In addition, you’ll advise and support other team members as well as monitoring and motivating individuals within the team.

What you’ll do:

You’ll be a key member of the Customer leadership group where you will drive performance, culture, and an inspiring environment.

You’ll also:

Line manage a team of Support Specialists to provide excellent customer support to the partner channel and small business users

Manage attendance and annual leave requests

Participate in Quality Assurance for the team by reviewing other team member responses, and providing feedback and training as appropriate

Ensure that the team is organised so that team members have access to technical advice to assist with technically difficult requests or questions

Work with the Workflow Co-ordinator and other Team Leaders to make sure the customer queue is effectively managed thereby ensuring timely ticket responses and prioritisation as required

Review and create Customer Success template answers
Be the point of escalation when there is an aggrieved customer and service from the team has not been satisfactory

Interface with the Development Team, following up on bug fixes, seeking advice on messaging etc…

Monitor and motivate individual Customer Service team members
Provide cover for other Team Leaders ensuring staff have an escalation point throughout the day

Provide cover for other Team Leaders during absences ensuring their team members have ongoing support

Maintain relationships with Team Leaders, Leads and Seniors to ensure close collaboration and alignment of Customer Success goals and appropriate resourcing

Success looks like:

All Customer Service team members are fully trained and performing to the highest possible standard

The quality indicator is maintained and/or improved Team members are clear on their responsibilities and given regular performance feedback to grow their experience and knowledge

All leave requests are managed appropriately (taking workload cover across the team into account)

People or customer related issues are managed or escalated accordingly resulting in effective resolution

Productivity and output of the team is of a high quality standard
Participation in the full Customer Success team, and leading regular team meetings for your own team to communication key business and team updates

What you’ll bring with you:

Critical competencies
Champion ‘excellent’ Customer Service
Excellence in customer service mentality
Ability to build and maintain effective relationships
Excellent organisation and time management skills
Sound judgement, initiative and ability to self-manage with flexibility
Diligence and commitment to following through and resolving problems
Excellent oral and written communication

Experience:

Ability to lead and motivate team members with experience in managing a team
Proven experience in delivering successful coaching and performance
management
Experience in software support, help desk or ticketing environment is desirable
Familiarity of working within a busy, fast paced environment

Benefits:

You’ll own a slice of the business, as you’ll get company shares as part of your salary package
Pension contributions
E-reward employee scheme
23 days annual leave
Holiday buy back scheme
Childcare vouchers etc. etc..
They’ve got table tennis, pool tables, video games, social gatherings, free coffee, soft drinks and fruit – and not to mention modern office spaces. You can leave your suit in the wardrobe, as they all wear smart casual attire around the office.

The Recruitment Hub is a recruitment business and agency.

These criteria are not age specific and candidates of all ages will be considered. Both our client and The Recruitment Hub are Equal Opportunities Employers.
We would like to thank you for your interest in this vacancy and hope that you are successful in your application, however if you have not heard from us within two weeks of your application, we must ask you to assume that you have not been selected for interview for this particular role, we do however express the hope that you will apply for future job opportunities with The Recruitment Hub.