Customer Support Manager

TeamJobs are looking for a Customer Support Manager! The ideal candidate will be happy travelling to either the Bournemouth or Newcastle office on an occasional basis.

About Our Client
They are a global leader in delivering data-driven insights to the construction industry. As the construction industry faces evolving complexities and shifting priorities, they are here to help it navigate change with cutting-edge technology and industry-leading insights.

Their mission? To empower businesses to sell more effectively, operate more efficiently, and build sustainably, creating a better world for everyone.

The Role
Our client is looking for an experienced Customer Support Manager to lead the Client Support Team across the UK and Ireland. You'll play a pivotal role in shaping their customer service strategy and ensuring their position as an industry leader in delivering exceptional client experiences.

Responsibilities

• Drive client retention through exceptional customer experiences.
• Develop proactive processes for client onboarding, training, and support.
• Take ownership of customer issues, seeing problems through to resolution.
• Create and harmonise service procedures, policies, and standards.
• Maintain accurate records and document customer interactions.
• Analyse service performance and generate actionable reports.
• Recruit, mentor, and develop high-performing customer service agents.
• Stay updated on industry trends and implement best practices.
• Optimise resources to meet qualitative and quantitative targets.
• Oversee budget adherence while achieving service goals.

Skills and Experience

• Proven track record as a Customer Support/Service Manager in SaaS or Business Information.
• Expertise in change management and strategic planning.
• Strong knowledge of management techniques and customer service tools.
• Awareness of emerging technologies and industry applications.
• Exceptional leadership, communication, and client-facing skills.
• Salesforce experience is highly desirable.
• Willingness to travel to offices in Newcastle, Bournemouth, and occasionally Ireland.

Benefits

• 25 days annual leave, plus bank holidays (with the option to buy or sell up to 5 days).
• An additional day off to celebrate your birthday.
• Competitive pension contributions.
• Life assurance and income protection.
• Volunteering opportunities to give back to the community.
• Access to an employee assistance program for support when you need it.
• Cycle-to-work scheme for a greener commute.

Apply now!

INDCP