Customer Operations Support Manager

• Are you passionate about enhancing member engagement and providing excellent customer service?
• Do you have the leadership skills to inspire a team and ensure exceptional service delivery?
• Could you be our next Customer Operations Support Manager (known internally as Member and Customer

A little more about the role

• Lead and mentor the team, ensuring active member and customer engagement to position IET products effectively.
• Set and monitor key targets and performance metrics for member and customer retention and engagement, aligned with strategic KPIs, and review team performance on a regular basis.
• Manage task allocation and prioritisation across the Support Executives.
• Manage external supplier relationships to ensure communication and reconciliation processes meet Service Level Agreements.
• Work with Finance to ensure robust processes.
• Oversee Central Payment Schemes on our CRM, ensuring SLA compliance and accurate member records.
• Manage the setup and administration of IET events.
• Monitor IET membership application processes and ensure audits are completed across the Engagement Teams.
• Support colleagues by sharing expertise and contributing to the IET’s overall success.
• Collaborate with internal stakeholders to align customer experience initiatives with strategic goals and review challenges and opportunities.
• Foster excellence within the team, encouraging knowledge sharing and innovation for ongoing improvement.

A little more about what we’re looking for

• Previous experience in a Customer Service or Customer Support management role is essential; experience within a professional membership body or similar organisation is highly desirable.
• Strong motivational skills and the ability to delegate tasks effectively.
• Excellent written and verbal communication skills, ensuring clear, concise interactions with colleagues and stakeholders.
• A passion for creating a positive, inclusive work environment, encouraging collaboration, and supporting a cohesive team atmosphere.
• Strong analytical abilities, with experience in monitoring performance against targets.
• An excellent team player who can work independently and take initiative when necessary.
• Proven organisational and time management skills, with the ability to prioritise tasks and meet deadlines. Experience in processing payments or handling sensitive information is advantageous.
• A flexible and open approach to learning and adapting to new tasks and responsibilities, staying up to date with industry developments.
• Proficient in Microsoft Office applications, with a willingness to learn and use relevant support systems, including CRMs and databases.

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