At a Glance
- Tasks: Deliver exceptional customer support and enhance client experiences across multiple channels.
- Company: Join Actuate Global, a leader in Learning & Development solutions.
- Benefits: Competitive salary, hybrid working, and professional development opportunities.
- Other info: Be part of a high-performing team committed to excellence.
- Why this job: Make a real impact on client success in a dynamic, supportive environment.
- Qualifications: 2+ years in customer service, strong communication skills, and CRM experience.
The predicted salary is between 30000 - 40000 € per year.
Location: Hybrid (1 day per week in our Manchester office)
Department: Operations
Reports to: Operations Director
Salary: Competitive and negotiable dependent on experience
Actuate Global is a leading provider of Learning & Development solutions, empowering organisations and individuals to reach their full potential. We are seeking a proactive and customer-focused Customer Service Representative to join our growing Operations team and play a key role in delivering an exceptional client experience.
About the Role
As a Customer Service Representative, you will act as the primary advocate for our clients, ensuring every interaction is handled with professionalism and care. You will take ownership of customer queries and tickets across multiple channels, resolving issues efficiently while maintaining high service standards and meeting SLAs. You’ll play a critical role in enhancing the overall customer journey—anticipating needs, improving internal processes, and ensuring clients have the resources and support required to succeed. This is an exciting opportunity for someone who thrives in a fast-paced environment and is passionate about delivering outstanding customer experiences.
What You’ll Do
- Customer Service & Support
- Provide high-quality customer support via email, phone, and chat
- Take ownership of customer tickets, ensuring timely and effective resolution
- Conduct client welcome calls and qualification support calls
- Maintain excellent service levels, resolving concerns quickly and professionally
- Customer Experience & Process Improvement
- Analyse ticket data and customer feedback to improve workflows and communication processes
- Proactively support clients throughout their lifecycle to maximise engagement and success
- Identify trends and implement improvements to enhance the learner experience
- Deliver team updates and training sessions where required
- Administration & Systems Management
- Manage LMS administration including enrolments, removals, and moderation
- Act as an LMS champion, optimising functionality and supporting internal users
- Own programme communications, including pre- and post-session emails
- Produce reports and analyse customer service KPIs
- Complaints Handling
- Manage and resolve first-line complaints in line with company procedures
- Oversee escalation processes, ensuring fair and efficient resolution
- Operational Support
- Support internal teams with operational queries and administrative tasks
- Collaborate across departments to ensure a seamless client experience
What We’re Looking For
- Minimum 2 years’ experience in customer service and administration
- Strong knowledge of customer service best practices and complaint resolution
- Excellent communication and interpersonal skills
- Proven ability to manage multiple tasks and prioritise effectively
- Experience with CRM systems (e.g. HubSpot, Salesforce)
- Strong data analysis and reporting capabilities
- Experience interacting with senior stakeholders is advantageous
- Experience within Learning & Development or LMS platforms is a plus
Who You Are
- Customer-focused with a passion for delivering exceptional service
- Highly organised, proactive, and solutions-oriented
- Calm and professional when handling escalations
- Detail-oriented and results-driven
- Collaborative team player with a positive attitude
- Adaptable and able to perform under pressure
Why Actuate Global?
Join a purpose-driven, innovative company where your work directly impacts client success. We offer a supportive hybrid working environment, opportunities for professional development, and the chance to be part of a high-performing team committed to excellence.
Application Process
Applications will be accepted via LinkedIn only up to and including 19th June 2026. Shortlisting and responses to all applications will occur WC 22nd June 2026.
Customer Success Manager in Manchester employer: Actuate Global
Actuate Global is an exceptional employer that prioritises employee growth and development within a supportive hybrid working environment. With a strong focus on delivering outstanding customer experiences, team members are encouraged to innovate and improve processes while enjoying the benefits of collaboration and professional advancement in the vibrant city of Manchester.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in Manchester
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We want you to show how you can fit in and contribute to their success, so tailor your answers to reflect that.
✨Tip Number 3
Practice your pitch! You never know when you’ll meet someone who could help you land that dream job. Keep it concise and highlight your customer service skills and experience.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive!
We think you need these skills to ace Customer Success Manager in Manchester
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your relevant experience in customer service and administration, and show us how you can bring value to our team.
Showcase Your Skills:Don’t just list your skills—give us examples! Whether it’s your knack for resolving complaints or your experience with CRM systems, we want to see how you’ve used these skills in real situations.
Be Professional Yet Personable:While we appreciate professionalism, don’t be afraid to let your personality shine through. We’re looking for someone who’s not only skilled but also a great fit for our collaborative team culture.
Apply Through Our Website:Remember to submit your application via our website. It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Actuate Global
✨Know Your Customer Service Basics
Brush up on customer service best practices and complaint resolution techniques. Be ready to discuss how you've handled difficult situations in the past, as this will show your ability to maintain professionalism under pressure.
✨Familiarise Yourself with the Company
Research Actuate Global and its Learning & Development solutions. Understand their mission and values, and think about how your experience aligns with their goals. This will help you demonstrate your genuine interest in the role.
✨Prepare for Scenario Questions
Think of specific examples from your previous roles where you improved customer experiences or resolved complaints. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly and effectively.
✨Showcase Your Data Skills
Since the role involves analysing ticket data and customer feedback, be prepared to discuss your experience with data analysis and reporting. Highlight any tools you've used, like CRM systems, and how you've leveraged data to improve processes.
