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- Tasks: Lead a dynamic customer support team and enhance service processes.
- Company: Join a prestigious, growing company operating nationally across various sectors.
- Benefits: Enjoy a competitive salary, bonuses, 25 days holiday, and wellness programs.
- Why this job: Make a real impact on customer experience while developing your leadership skills.
- Qualifications: Experience in customer service management is essential; relevant qualifications are a plus.
- Other info: Free parking and a supportive environment for professional growth.
The predicted salary is between 42500 - 45000 £ per year.
We are recruiting for a Customer Support Manager to lead and oversee a customer support team for a prestigious, fast-paced client based in Elland, HX5. This is a permanent role, and an excellent opportunity to gain permanent employment with a well established, growing company who operate nationally throughout the UK, supporting a wide range of clients within the retail, education, industrial and commercial sectors.
Duties will include, but are not limited to:
- Lead, mentor, and develop a high-performing team of customer support coordinators, fostering a culture of excellence and accountability.
- Oversee the end-to-end management of customer interactions, from initial contact and service request logging to resolution and follow-up.
- Implement and refine customer service processes and procedures to enhance efficiency, quality, and consistency.
- Act as the primary point of escalation for complex customer queries or complaints, ensuring swift and satisfactory resolutions.
- Collaborate closely with operations, field service, and technical teams to ensure seamless service delivery and effective communication with clients.
- Work with the contract management team to improve engineer productivity, manage resource planning and utilisation, and minimise engineer downtime.
- Monitor and analyse customer service metrics (e.g., response times, resolution rates, satisfaction scores) to identify trends and areas for improvement.
- Manage and optimise the use of the company's ERP system to maintain accurate customer records and service histories.
- Conduct regular team reviews and 1:1s to support individual and professional development.
- Develop and deliver training programs for the customer support team on plant & equipment knowledge, service protocols, and conflict resolution.
- Contribute to strategic initiatives aimed at improving overall customer experience, retention and loyalty.
Required Qualifications & Experience:
- Proven experience in a customer service or service management leadership role.
- Experience within the building maintenance, facilities management, or a related service sector would be advantageous.
- A relevant degree or professional qualification in Business Administration, Customer Service Management, or a related field would be beneficial, but not essential.
- Exceptional leadership and team management skills with a track record of motivating and developing staff.
- Outstanding communication (written and verbal), interpersonal, and negotiation skills.
- Strong problem-solving abilities and a calm, professional approach to high-pressure situations.
- Proficiency with Microsoft Office Suite.
- Experience with maintenance scheduling software and/or integrated service management platforms such as CAFM or ERP systems would be advantageous, but not essential.
Hours:
- Monday – Friday
- 40 hours per week
- 08.00 am to 17.00 pm
Salary and Benefits:
- Starting salary of £42,500 - £45,000 p/a (depending on experience)
- Annual performance-based bonus (>10% salary)
- 25 days holiday per annum, plus bank holidays
- Company pension, sick pay and life assurance
- Health & wellbeing program, training & development, cycle to work scheme & employee discount scheme
- Free parking
Click APPLY to submit your CV. Due to the high number of online applications, if you have not heard from us within 7 days, your application has unfortunately been unsuccessful on this occasion.
Need help with your CV? We also offer a free consultation on CV advice and writing services. Contact us via our website or social media for more information.
Customer Support Manager employer: Huntsman Recruitment Ltd
Contact Detail:
Huntsman Recruitment Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Manager
✨Tip Number 1
Familiarise yourself with the latest trends in customer service management. Understanding current best practices and technologies, especially in the building maintenance or facilities management sectors, will help you stand out as a knowledgeable candidate.
✨Tip Number 2
Network with professionals in the customer support field. Attend industry events or join relevant online forums to connect with others who can provide insights into the role and potentially refer you to opportunities within their organisations.
✨Tip Number 3
Prepare for potential interview questions by practising your responses to common scenarios in customer service management. Think about how you would handle complex customer queries or lead a team through challenging situations.
✨Tip Number 4
Showcase your leadership skills by gathering examples of how you've successfully managed teams in the past. Be ready to discuss specific instances where you motivated staff or improved customer service processes.
We think you need these skills to ace Customer Support Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service management. Emphasise any leadership roles you've held and specific achievements that demonstrate your ability to lead a team effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your leadership skills. Mention how your background aligns with the responsibilities of the Customer Support Manager role and how you can contribute to the company's success.
Highlight Relevant Skills: In your application, focus on key skills mentioned in the job description, such as problem-solving, communication, and team management. Provide examples of how you've successfully used these skills in previous roles.
Follow Application Instructions: Ensure you follow the application instructions carefully. Submit your CV and cover letter through our website, and double-check for any specific requirements or documents needed before hitting 'apply'.
How to prepare for a job interview at Huntsman Recruitment Ltd
✨Showcase Your Leadership Skills
As a Customer Support Manager, you'll need to demonstrate your ability to lead and develop a team. Prepare examples of how you've successfully motivated and mentored staff in previous roles, highlighting any specific achievements or improvements in team performance.
✨Understand the Customer Journey
Familiarise yourself with the end-to-end customer interaction process. Be ready to discuss how you would manage customer queries from initial contact to resolution, and think about ways to enhance efficiency and quality in service delivery.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about how you handle complex customer complaints. Prepare a few scenarios where you've successfully resolved issues, focusing on your problem-solving approach and the outcomes achieved.
✨Know Your Metrics
Be prepared to discuss key customer service metrics such as response times and satisfaction scores. Show that you understand how to monitor these metrics and use them to drive improvements in customer service.
