At a Glance
- Tasks: Lead a dynamic customer service team and enhance customer experiences.
- Company: Join Trade Mastermind, the UK's top business education organisation for trades.
- Benefits: Competitive salary, career growth, ongoing training, and modern office perks.
- Other info: Fast-paced environment with opportunities for personal and professional development.
- Why this job: Make a real impact on trade entrepreneurs and drive business success.
- Qualifications: Experience in customer service management and a passion for customer satisfaction.
The predicted salary is between 50000 - 50000 £ per year.
Location: Peterborough (Full-Time, Office-Based)
Salary: £45,000 - £50,000 per annum (dependent on experience)
About Trade Mastermind
Trade Mastermind is the UK's leading business education and coaching organisation for the construction and trade industry. Founded by BBC The Apprentice winner Joseph Valente, we have supported over 5,000 trade business owners, helping them achieve an average 370-400% business growth.
With over 1,000 active academy members, monthly live training events, and multi-year education programmes, we are scaling rapidly from £10M towards £25M+ revenue.
Our mission is simple: To transform trades business owners into world-class entrepreneurs.
We operate from our 20,000 sq. ft. Trade Mastermind University Headquarters in Peterborough, the world's first dedicated university for trades featuring a 300-person event arena, professional podcast studios, and Cambridgeshire's first rooftop business venue.
The Role
As Customer Service Manager, you will be responsible for overseeing the day-to-day delivery of exceptional customer service across the customer journey, from onboarding through to ongoing engagement and retention. You will lead and develop a customer-focused team, ensuring customers receive outstanding support and achieve maximum value from our programmes. This role is ideal for a hands-on manager who enjoys coaching people, improving processes, and driving customer satisfaction.
Key Responsibilities
- Customer Service Management
- Lead, motivate, and develop the Customer Service team
- Ensure a high standard of support across all customer touchpoints
- Monitor service levels and maintain customer service standards
- Handle escalated customer queries and resolve issues effectively
- Drive a customer-first culture throughout the business
- Customer Onboarding
- Oversee a structured onboarding process for new customers
- Ensure customers receive a positive and engaging introduction to our programmes
- Monitor onboarding progress and customer engagement
- Customer Success & Account Support
- Work closely with Customer Account Managers to support customer success
- Help customers maximise the value of their membership and programmes
- Ensure proactive communication and relationship management
- Retention & Customer Engagement
- Support customer retention initiatives
- Identify customers at risk of disengagement and implement appropriate action plans
- Assist in reducing churn and increasing customer satisfaction
- Reporting & Performance Management
- Track and report on customer service KPIs, including:
- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS)
- Customer retention rates
- Response and resolution times
- Use data and feedback to identify areas for improvement
- Cross-Functional Collaboration
- Work closely with Sales, Marketing, Operations, and Finance teams
- Provide customer feedback and insights to support business improvements
- Act as a voice of the customer across the organisation
About You
- Proven experience in a Customer Service Manager, Customer Success Manager, or similar leadership role
- Strong passion for delivering outstanding customer experiences
- Experience managing and developing customer service teams
- Excellent communication and problem-solving skills
- Strong organisational and time management abilities
- Comfortable working in a fast-paced, entrepreneurial environment
- Experience within education, coaching, training, SaaS, or subscription-based businesses is desirable
What We Offer
- Competitive salary of £45,000 - £50,000 per annum (dependent on experience)
- Career progression opportunities within a rapidly growing business
- Ongoing leadership and professional development
- A dynamic and entrepreneurial working environment
- The opportunity to make a genuine impact on customers and business growth
- Company equipment provided
- Tailored training and development
- Regular company and team events
- Modern office environment
- Free on-site parking
- Sponsored training and qualifications
- Company pension scheme
Why Join Trade Mastermind?
- Work with a nationally recognised and fast-growing brand
- Help transform the lives and businesses of thousands of trade entrepreneurs
- Be part of a company scaling rapidly towards £25M+ revenue
- Join an ambitious, high-performance team with significant growth opportunities
- Do meaningful work that creates real results for business owners across the UK
Customer Service Manager in Peterborough employer: All The Top Bananas
My Four Wheels is an exceptional employer, offering a rewarding career as a Trainee Driving Instructor with flexible working hours and the potential to earn up to £50,000+ annually. With comprehensive training provided through our new Training Academy, employees benefit from ongoing support and resources, ensuring a fulfilling journey towards becoming a qualified instructor while enjoying the satisfaction of teaching locally in Westfield, Surrey.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager in Peterborough
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at All The Top Bananas. 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 All The Top Bananas 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 Service Manager in Peterborough
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 All The Top Bananas:Your cover letter is your chance to shine! Tell us why you want to work at All The Top Bananas 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 All The Top Bananas!
How to prepare for a job interview at All The Top Bananas
✨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.
