Back to search
- Location: SN4
- Job Type: Full-time
- Reporting to: Global Director of Sales
We are seeking a Customer Support Manager to lead our clients customer support team. This role is pivotal in ensuring the delivery of customer service excellence to both external potential and existing customers, as well as internal stakeholders. The successful candidate will be full time office-based and will report directly to the Global Director of Sales.
Day to Day of the role:- Manage and oversee the Customer Support Department.
- Coach, mentor, and develop the customer support team to achieve individual and business objectives.
- Enhance customer support systems, procedures, and processes to achieve organisational goals.
- Collaborate with the Sales team and other departments to foster a productive work environment.
- Work with the Global Director of Sales on demand generation and pre-sales activities.
- Maintain high-quality customer data on the CRM system for effective use.
- Provide technical and commercial assistance to customer enquiries when necessary.
- Generate regular performance and sales reports, offering insights as required by the business.
- Provide cover for team members during absences and assist with internal and external quality audits.
- Maintain high standards within the team, focusing on speed and accuracy.
- Analyse data to identify trends, customer complaints, and opportunities for improvement.
- Collaborate with the marketing team to develop campaigns for new and existing products or services.
- Explore new technologies to enhance customer support operations and growth opportunities.
- Monitor customer feedback to proactively address potential issues.
- Proven experience in a similar customer support management role.
- Excellent written and spoken English.
- Demonstrated ability to enhance operational efficiencies and customer satisfaction.
- Strong attention to detail and a positive, can-do attitude.
- Skilled in planning and managing the priorities and workload of a customer support team.
- Competent in measuring and reporting team and individual performance.
- Effective communication and persuasion skills across all levels of the organisation.
- Willingness to learn technical concepts related to the business.
- Proficiency in Microsoft Office, CRM, and ERP systems.
- Degree, or equivalent, in a relevant subject is preferred.
- Creativity and innovation with a passion for driving continuous improvement.
- Commitment to completing tasks and projects with a can-do attitude.
- Ability to develop trusting and respectful relationships across departments.
- Impactful and influential with a focus on delivering excellent results.
- Enthusiastic about teaching, sharing knowledge, and learning from others.
- Company-focused, prioritising the needs of the business alongside team goals.
- Paying up to £45,000 depending on experience
- Opportunity to lead and shape a vital function within the company.
- Collaborative and innovative work environment.
- Professional development and continuous learning opportunities.
To apply for the Customer Support Manager position, please submit your CV to
