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- Tasks: Lead the Customer Support team, ensuring exceptional service and efficient operations.
- Company: Join Ainscough Crane Hire, the UK's top lifting solutions provider with a commitment to safety and excellence.
- Benefits: Enjoy a company car, bi-annual bonuses, 24 days leave, and access to exclusive perks.
- Why this job: Be part of a dynamic team focused on customer satisfaction and continuous improvement in a supportive culture.
- Qualifications: Experience in B2B customer service management and strong leadership skills are essential.
- Other info: Opportunity for career growth and involvement in exciting projects across the UK.
The predicted salary is between 36000 - 60000 £ per year.
Customer Support Manager
Full Time, Monday to Friday
Based at Head Office, Wigan.
Ainscough Crane Hire, the UK\’s leader in lifting solutions, is seeking an experienced Manager to join our Customer Support team at our Head Office. With over 30 locations nationwide, we are committed to excellence in project delivery, safety, and customer satisfaction.
This role will be vital in the day to day running of the Customer Support Team, including all inbound Coordinators, Telemarketing, Internal sales and Admin functions. Overseeing and ensuring all inbound customer queries are resolved, offering solutions and delivering exceptional customer service; inbound queries, liaising with the depot network and sales teams, outbound work and account management.
Benefits for a Customer Support Manager
- Bi-Annual retention bonus
- Company Car / Car Allowance
- 24 days annual leave plus an additional day at 2 years service, 5 years service and 10 years service
- Holiday purchase, the option to buy an additional 5 days each year (via salary sacrifice)
- Group life assurance 3 x basic salary
- Company Pension
- Access to the Ainscough Advantage (People Value) benefits platform
About Ainscough Crane Hire
At Ainscough, our \”Always Making the Safe Choice\” ethos drives everything we do. We excel in contract lifts, crane hire, and specialist projects, ensuring projects are delivered on time, within budget, and to the highest safety standards.
Key Responsibilities
- Working closely with and supporting the Head of Customer Support in the daily running of the Customer Support Department. Reviewing and implementing customer support centre strategies and processes.
- Carrying out 1-2-1 performance & development reviews with the team, ensuring objectives are set and achieved.
- Formalise, embed and audit agreed performance SLA’s for response times, efficiency, accuracy and quality. (core KPI’s)
- Perform regular call coaching review sessions with the whole team to improve quality; minimise errors and track coordinator performance.
- Reviewing the performance of the team, identifying training needs and planning training sessions as appropriate.
- Ensuring all relevant communications, records and data are updated and recorded in line with agreed processes.
- Recording statistics and performance levels of the Customer Support Team and preparing reports for Dept Head.
- Create, support and deliver continuous improvement initiatives within the team.
- Liaising with Area Operations/Planning Managers/Depot managers and hire desk controllers to gather information and resolve issues.
- Oversee the customer complaint/invoice query process for the department ensuring all issues are resolved in a timely manner.
- Ensure staffing levels, including shift patterns and the number of staff required are sufficient to meet demand.
- Coaching, motivating and retaining team members. Coordinating bonus, reward and incentive schemes.
- To contribute to the recruitment, induction and training of customer Support team members based on the criteria agreed by senior management.
- Support Regional Sales Managers with the induction of new Area Sales Managers
- Support CS technology programmes as required, including roll and training needs.
- Forecasting and analysing data against budget figures on a weekly and/or monthly basis.
- Support the Head of Customer Support in wider business initiatives and projects.
- Cover for Head of Customer Support as required – annual leave etc
Person Specification
- B2B Customer service / inbound sales centre management experience.
- Ideally a customer/sales contact centre qualification
- Strong sales, customer service and operational skills
- Leadership skills
- Leading change
- Managing Conflict
- Understanding of the full end to end sales cycle.
- Ability to identify and close sales opportunities.
- Previous experience of using VoIP telephony & CRM systems
Skills/Abilities:
- Negotiation & Commercial Focus
- Strong communication, presentation and relationship building skills across all levels and functions both internally and externally.
- Leadership Skills
- Strong Computer Literacy (email/CRM/telephony/Excel & PPT)
- Excellent Organisation & Time Management skills
- Results Focused
- Self-Motivated
- Leading change
- Managing Conflict
- Influencing Skills
- Problem Solving
Performance Measurement
- Achieving set budget KPI targets
- Delivering great customer service – SLA performance
- Colleague engagement
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Customer Support Manager employer: Ainscough Crane Hire
Contact Detail:
Ainscough Crane Hire Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Manager
✨Tip Number 1
Familiarise yourself with Ainscough Crane Hire's ethos, especially their commitment to safety and customer satisfaction. This understanding will help you align your responses during interviews and demonstrate that you share their values.
✨Tip Number 2
Prepare specific examples from your past experience that showcase your leadership skills and ability to manage a customer support team effectively. Highlight instances where you've improved performance metrics or resolved conflicts.
✨Tip Number 3
Research the latest trends in customer service technology, particularly VoIP and CRM systems. Being knowledgeable about these tools will show that you're proactive and ready to support the team's technological needs.
✨Tip Number 4
Network with current or former employees of Ainscough Crane Hire on platforms like LinkedIn. They can provide insights into the company culture and expectations, which can be invaluable during your interview process.
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 and management. Focus on your achievements in previous roles, especially those that demonstrate your ability to lead a team and improve customer satisfaction.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and leadership. Mention specific examples of how you've successfully managed teams or improved processes in past positions, aligning your experiences with the responsibilities outlined in the job description.
Highlight Relevant Skills: Emphasise skills that are crucial for the role, such as communication, problem-solving, and conflict management. Use concrete examples to illustrate how you've applied these skills in real-world situations.
Showcase Your Understanding of the Company: Demonstrate your knowledge of Ainscough Crane Hire and its commitment to safety and customer satisfaction. Mention how your values align with their ethos of 'Always Making the Safe Choice' and how you can contribute to their goals.
How to prepare for a job interview at Ainscough Crane Hire
✨Know the Company Inside Out
Before your interview, make sure you research Ainscough Crane Hire thoroughly. Understand their ethos, key services, and recent projects. This will not only show your interest but also help you align your answers with their values.
✨Demonstrate Leadership Experience
As a Customer Support Manager, you'll need to showcase your leadership skills. Prepare examples of how you've successfully managed teams, resolved conflicts, and implemented changes in previous roles. Be ready to discuss specific outcomes from your leadership.
✨Highlight Your Customer Service Skills
Since the role focuses on customer satisfaction, be prepared to discuss your approach to handling customer queries and complaints. Share specific instances where you turned a negative experience into a positive one, demonstrating your problem-solving abilities.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your ability to manage a team and handle customer issues. Think about potential challenges you might face in this role and how you would address them. Practising these scenarios can help you respond confidently.
