Support Team Manager
- Location: Bishopsgate, London, EC2
- Salary Range: £48000 - £52000
- Job Type: Full-time
We are looking for a Support Team Manager to lead our member support team, driving exceptional member experiences that enhance satisfaction, loyalty, and retention. This role is pivotal in aligning support operations with our business goals and executing strategic initiatives to optimise service delivery.
Day to Day of the role:
- Lead and manage the member support team, fostering a high-performance culture and empowering team members to deliver exceptional service.
- Coach and mentor team members, providing regular feedback and development opportunities to support professional growth.
- Encourage open communication, collaboration, and shared accountability within the team.
- Engage in member interactions, handle escalations, and model exemplary service behaviours.
- Monitor and evaluate team performance metrics, using data-driven insights for continuous improvement.
- Drive innovation within the team, encouraging new ideas to enhance service delivery.
- Oversee daily operations, ensuring efficient handling of member enquiries and support requests across multiple channels.
- Develop and refine processes to optimise productivity and member satisfaction.
- Design and execute support strategies that align with company goals and enhance the member experience.
- Collaborate with cross-functional teams to integrate member feedback into product and service enhancements.
- Stay updated on industry best practices and emerging technologies.
Required Skills & Qualifications:
- Minimum of 5 years' experience in customer service or support roles, with at least 3 years in a managerial or leadership position.
- Proven track record in managing customer service teams and achieving KPIs.
- Strong leadership skills with experience in team development and performance management.
- Experience in developing and executing customer service strategies.
- Proficiency in customer service tools and technologies, such as CRM systems and helpdesk software.
- Strong data analysis and reporting skills, with the ability to make informed decisions based on metrics and trends.
- Strategic thinker with an analytical and data-driven approach to decision-making.
- Customer-centric mindset with a focus on delivering best-in-class results.
Benefits:
- Excellent benefits package
- Hybrid working 3/2
To apply for the Support Team Manager position, please submit your CV and cover letter detailing your relevant experience and why you are interested in leading our member support team.