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- Tasks: Lead and mentor a dynamic Tier 1 Customer Support team, ensuring top-notch service.
- Company: GBG is dedicated to enabling safe digital lives for genuine people everywhere.
- Benefits: Enjoy flexible working options and a supportive, inclusive workplace culture.
- Why this job: Join a mission-driven team focused on customer satisfaction and impactful technology.
- Qualifications: Experience in leading customer-facing teams and a tech-savvy background are essential.
- Other info: We value diversity and offer reasonable adjustments during the interview process.
The predicted salary is between 36000 - 60000 £ per year.
About GBG
Enabling safe and rewarding digital lives for genuine people, everywhere
We make it our mission to ensure more genuine people have digital access to opportunities, and businesses have access to more genuine people. Our technology draws on diverse and reliable data to create a single point of truth for identity and address verification.
With over 30 years of experience behind us our team and technology are focused on enabling safe and rewarding digital lives for everyone. Regardless of age, location or background, genuine people everywhere should be able to digitally prove who they are and where they live.
About the team and role
Customer Support
The Customer Support Team is responsible for helping GBG’s customers use our products. The Team takes pride in supporting GBG’s Vision through the provision of excellent customer service.
Customer Support Manager – Tier1
The role reports to the Head of Customer Support EMEA, you will be responsible for the performance of the Tier 1 Customer Support team, ensuring customers receive the highest level of support. Tier 1 is the initial port of call for all incoming customer queries across our product portfolio. Tier 1 is responsible for resolving faster-turnaround queries and escalating other tickets as appropriate to Tier 2 specialists.
What you will do
- Support delivery of the global customer support strategy
- Recruit, mentor and manage team members.
- Monitor, measure, and manage the team’s progress. Promoting a positive environment, knowledge transfer and self-management/development.
- Demonstrate customer ‘obsession’ by speaking directly to customers (email, phone, or face-to-face) in response to issue escalations and for general feedback gathering.
- Consistently apply best practice processes for Incidents, Problems, and Requests and take responsibility for ensuring KPIs and SLAs are achieved.
- Managing internal and external stakeholder relations and providing regular updates of support operations.
- Dealing with escalated customer issues arising from operations and collaborating with other departments to resolve.
Skills we’re looking for
- Experience leading a customer facing team within a technology/software company
- Experience using proprietary software applications
- Evidence of technical capability – an IT/computing qualification or experience during employment would be an advantage
- Able to support and nurture team members remotely as well as locally
- Demonstrated customer first approach
- Project management skills and proven track record of delivery
- Ability to report and analyse performance data to design and deliver improvements to service
- Confidence in working collaboratively with senior managers and operational teams
- Attention to detail and willingness to be hands on where necessary
Additionally, As Tier1 are responsible for providing on-call support to customers, the flexibility for team members to call/message outside of standard office hours if they need advice
To find out more
As an equal opportunity employer, we are dedicated to creating a diverse and inclusive workplace where everyone feels valued and empowered. Please inform your GBG Talent Attraction Partner if you require any reasonable adjustments to the interview process.
To chat to the Talent Attraction team and find out more about our benefits and why we’re a great place to work, drop an email to and we’ll be in touch. You can also find out more about careers at GBG and check out our current opportunities at gbgplc.com/careers.
Unleash your potential and be part of our mission to power safe and rewarding digital lives.
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Customer Support Manager - Tier1 (3870) employer: GBG
Contact Detail:
GBG Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Manager - Tier1 (3870)
✨Tip Number 1
Familiarise yourself with GBG's products and services. Understanding the technology behind identity and address verification will not only help you in interviews but also demonstrate your genuine interest in the role.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed a customer-facing team in the past. Highlight specific instances where you improved team performance or customer satisfaction.
✨Tip Number 3
Be ready to discuss your experience with performance metrics. Prepare to explain how you've used data to drive improvements in service delivery, as this aligns closely with the responsibilities of the Customer Support Manager role.
✨Tip Number 4
Demonstrate your customer-first approach by thinking of ways to enhance customer interactions. Consider how you would handle escalated issues and what strategies you would implement to ensure a positive customer experience.
We think you need these skills to ace Customer Support Manager - Tier1 (3870)
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and skills required for the Customer Support Manager position. Tailor your application to highlight relevant experiences that align with these requirements.
Craft a Compelling CV: Ensure your CV showcases your experience in leading customer-facing teams, particularly within technology or software companies. Highlight any project management skills and your ability to analyse performance data.
Write a Strong Cover Letter: In your cover letter, express your passion for customer service and your commitment to fostering a positive team environment. Mention specific examples of how you've demonstrated a customer-first approach in previous roles.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects attention to detail, which is crucial for the role.
How to prepare for a job interview at GBG
✨Show Your Customer Obsession
Demonstrate your passion for customer service by sharing specific examples of how you've gone above and beyond to help customers in previous roles. This will resonate well with the company's focus on customer satisfaction.
✨Highlight Your Leadership Experience
Since the role involves managing a team, be prepared to discuss your leadership style and experiences. Share instances where you successfully mentored team members or improved team performance.
✨Familiarise Yourself with Their Products
Research GBG's product portfolio and understand how their technology works. Being knowledgeable about their offerings will allow you to engage more effectively during the interview and show your genuine interest in the company.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle escalated customer issues. Prepare scenarios from your past experiences where you successfully resolved conflicts or improved processes.
