Customer Support Manager

SF Partners are supporting a brilliant, established Coventry (CV6) based business in recruiting a Customer Support Manager. This role will suit a hands on, customer focussed individual who has a real focus on continuous improvement and promoting an outstanding customer

experience across the department. Salary: £48,000 Working hours: 37.5 hours per week with a 30-minute lunch break, working between the core hours of 07:00 and 19:00 in line with business

requirements Hybrid following training period + Main

duties – Lead the day-to-day operations of the customer support team – Support the Head of Customer Support in delivering strategic department goals – Own and drive departmental KPIs including SLA performance, customer satisfaction, quality and productivity metrics – Manage customer escalations and complaint resolution to ensure positive customer outcomes – Support workforce planning, resource allocation and absence management to maintain operational performance – Collaborate across teams to ensure clear communication and consistent processes – Ensure compliance with company policies, GDPR

requirements and customer service standards – Identify and implement continuous improvement initiatives to enhance customer

experience and operational efficiency – Drive engagement, performance discussions and training across customer service, processes and soft

skills – Conduct regular performance reviews, coaching sessions and development plans for team members – Work flexibly to meet changing business and customer needs +

Responsibilities and objectives – Proven

experience leading customer service or contact centre teams – Strong analytical

skills and the ability to turn data into actionable insights – A strategic mindset with confident leadership ability – A strong commitment to delivering an excellent customer

experience