About the role
As the Customer Support Manager, you'll have management responsibility for our customer support teams based in Birmingham. You'll also work closely with our operations teams in other locations, plus the broader business to help deliver an exceptional customer experience. You'll lead the customer support team to ensure the highest level of customer satisfaction. This will involve managing daily support operations, developing support strategies, and working closely with other departments to enhance the overall customer experience. As Customer Support Manager you'll be responsible for monitoring performance metrics and implementing improvements to support processes.
Your key responsibilities will include:
- Team leadership: Leading, mentoring, and developing an engaged customer support team to ensure they provide exceptional service.
- Support operations: Overseeing daily support operations, including ticket management, escalations, and resolution times.
- Leading by example: Building an environment of "customer first", acting as the role model for our customer relationships and promoting customer awareness throughout the business.
- Customer experience: Ensuring a seamless and positive customer experience by addressing customer enquiries and issues promptly and effectively.
- Performance monitoring: Tracking and analysing support metrics to identify trends and areas for improvement.
- Process improvement: Developing and implementing strategies to improve support processes and enhance customer satisfaction.
- Collaboration: Working closely with other departments, such as Product, Sales & Customer Success, to ensure a cohesive approach to customer support.
- Training and development: Identifying ongoing training and development opportunities for the support team to enhance their skills and knowledge.
- Customer feedback: Analysing customer feedback to identify common issues and working with the relevant teams to address them.
- Incident management: Acting as a key point of escalation to ensure swift incident resolution and effective client management.
- Issue resolution: Management of customer escalations and complaints, at risk action plans, and preventative measures.
The role also includes site management duties for our Birmingham office. The site lead role is to facilitate and oversee office management and coordinate all health & safety colleagues and tasks with the support of the Property team. This is a hands-on role with a focus on engagement with colleagues who attend the office and overall compliance in line with legislative requirements. IOSH Managing Safely course must be completed for the role and full training will be provided.
In addition, your key responsibilities will include:
- Logging and investigating any accident, near miss and incidents on the reporting tool to ensure accurate health & safety reporting.
- Overseeing the health & safety of the site, delegating this role during holiday and sickness to ensure no gap in compliance in line with legislation.
- Completing quarterly workplace inspections.
- Ensuring the appropriate number of first aiders and fire wardens are trained, keeping site information updated and requesting training or refresher training for colleagues via the Property team when required.
- Managing the site email address for incoming and outgoing communication and queries.
- Reporting maintenance issues via the reporting tool for expedient response by the Facilities Management provider where required.
- Completion of monthly area audits within 5 working days of receipt of the monthly area audit report.
- Reviewing and managing visitor passes and retaining signing in/out process for audit and security purposes.
- Supporting Group internal communication activities and events by acting as the point of contact for site coordination.
- Assisting with local events as required, for example booking and setting up of rooms, coordinating catering, and supporting on the day activities.
You'll work on a hybrid basis - Tuesday, Wednesday & Thursday from our Central Birmingham office. Due to your site management responsibilities, you'll need to be flexible with your working hours. The office operating hours are 08.00-18.00, so covering a 09.30-18.00 shift may be required, for example, to close the office. Some travel to other offices may be required from time to time.
Qualifications / experience:
- Bachelor's Degree in Business, Management, or a related field.
- Proven experience in a customer support or management role, preferably in a SaaS company.
- Strong leadership and team management experience.
- Experience with forecasting and scheduling to ensure your teams can respond to and resolve issues within target SLAs.
- Experience with data analysis, investigation, reporting and acting on feedback.
- Experience with customer support software and CRM systems, such as Zendesk or a similar service management tools.
- Proven track record of implementing strategies to reduce customer contact demand.
Key competencies:
- Customer centric. Passionate about delivering a great customer experience and ensuring customer satisfaction (positively impacting Brand NPS).
- Ability to lead and motivate a team to achieve high performance.
- Strong verbal and written communication skills; Excellent interpersonal and relationship building skills.
- A natural problem-solver, with strong analytical skills to identify and resolve issues efficiently.
- Proven ability to work effectively and collaboratively with cross-functional teams and across different geographies.
- Ability to create a working environment that drives positive colleague engagement and high performance.