At a Glance
- Tasks: Lead a dynamic customer support team and enhance customer experiences.
- Company: Join Alfa Laval, a pioneering tech company with a 140-year-old start-up culture.
- Benefits: Enjoy 25 days holiday, health plans, life assurance, and hybrid working options.
- Other info: Engage in a collaborative environment with excellent career development opportunities.
- Why this job: Make a real impact by improving customer relations and driving operational excellence.
- Qualifications: Experience in B2B customer service and strong leadership skills required.
The predicted salary is between 37800 - 46200 £ per year.
Alfa Laval UK&I is looking for a Customer Support Manager. Every day, we get opportunities to make a positive impact – on our colleagues, partners, customers, and society. Together, we’re pioneering the solutions of the future and unlocking the full potential of precious resources. Trusted to act on initiative, we challenge conventional thinking to develop world leading technologies that inspire progress in vital areas, including energy, food, water and shipping. As we push forward, the innovative, open spirit that fuels our 140-year-old start-up culture and rapid growth also drives our personal growth. So, as we shape a more resourceful, less wasteful world, we build careers too.
About the job: As Customer Support Manager, you will lead and develop a high‑performing order management and claims handling team, ensuring operational excellence, collaboration, team engagement and continuous improvement whilst engaging cross‑functionally with Sales, Service Operations and Finance.
Who you are:
- A passion for customers and desire to continuously build their loyalty through a positive experience.
- Experience leading a customer service or support function in a B2B industrial environment, ideally with exposure to order‑to‑cash and claims handling.
- Strong capability in process mapping and enhancement, journey optimisation, and continuous improvement methodologies.
- Ability to use data insights to drive decisions and prioritisation.
- A leadership style that builds trust, engagement, and empowerment within the team.
- A result-driven approach.
- Collaborative mindset with the ability to work cross‑functionally to improve service flow and customer outcomes.
Key Tasks:
- Manage all areas of the customer service functions to ensure positive customer relations through managing the order-handling processes.
- Developing and executing a comprehensive customer experience strategy aligned with company goals.
- Escalation point for customers for operational challenges that require additional support to drive resolution.
- Develop, monitor and achieve quality standards in order to deliver customer satisfaction via KPI’s.
- Map and continuously improve existing processes.
- Scope, roll-out and successful implementation of new tools and processes supporting order management.
- Coordinate order logistics with the Alfa Laval factories according to customer contract requirements.
- Coordinate with Finance for payment management and backlog follow‑up.
- Lead the Customer Service team, providing direction and ensuring they are performing in accordance with the plan.
- Develop, motivate and coach direct reports to secure the development of relevant competencies.
What we can offer: Alfa Laval UK&I currently provides a wide range of benefits, schemes, and initiatives to our employees including:
- Holiday entitlement of 25 days + Bank holidays.
- Simply Health – Health cash plan available to enter worth over £2500 annually.
- Life Assurance – 4X annual salary when you remain in the pension.
- Training and Career Development potential.
- Cycle to work scheme.
- Tech scheme benefit.
- Hybrid working, 3 in office and 2 from home.
Our commitment to integrity: We care about diversity, inclusion, and equity in our recruitment processes. We also believe behavioural traits can provide important insights into a candidate's fit to a role. To help us achieve this we apply Pymetrics assessments, and upon application you will be invited to play the assessment games. Playing the games is mandatory. As part of our commitment to maintaining a safe and secure workplace, we conduct background checks on final candidates for this role. In addition, you will need to show your right to work in the UK.
For more information, please contact Reece Watmore, Talent Acquisition Partner, reece.watmore@alfalaval.com. Applications for this role will be closing on September 12th with CV's being reviewed from the 14th of September. Please apply immediately to avoid missing the deadline.
Customer Support Manager in Camberley employer: Alfa Laval Spiral
Alfa Laval UK&I is an exceptional employer that fosters a culture of innovation and collaboration, empowering employees to make a meaningful impact in vital sectors such as energy, food, and water. With a commitment to personal growth, the company offers extensive training and career development opportunities, alongside a competitive benefits package that includes hybrid working options and a health cash plan. Join us in shaping a more resourceful world while building a rewarding career in a supportive and dynamic environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Manager in Camberley
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Alfa Laval Spiral. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Alfa Laval Spiral before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Manager in Camberley
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Alfa Laval Spiral:Your cover letter is your chance to shine! Tell us why you want to work at Alfa Laval Spiral specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Alfa Laval Spiral!
How to prepare for a job interview at Alfa Laval Spiral
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
