At a Glance
- Tasks: Lead and inspire a dynamic Customer Support team to deliver top-notch service.
- Company: Join Coople, a leader in flexible work solutions across Europe.
- Benefits: Enjoy stock shares, ongoing training, flexible hours, and free office lunches.
- Other info: Work in a vibrant London office with great career growth opportunities.
- Why this job: Make a real impact in redefining the future of work with innovative technology.
- Qualifications: 1-2 years in team management and a passion for customer service.
The predicted salary is between 36000 - 60000 £ per year.
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This range is provided by Coople UK. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
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Overview
Flexibility has become one of the defining features of successful workplaces. You now have the unique opportunity to join Coople, a pioneer in the world of flexible work and one of the largest players in the flexible staffing sector in Europe. Do you want to make flexible work a rewarding experience for ambitious workers and businesses? Then we are looking for you!
As a Customer Support Manager, you will be responsible for ensuring the highest quality of Level 1 support for both our customers and Cooplers in the UK market. Your leadership will drive operational excellence, team performance, and customer satisfaction.
Tasks and responsibilities:
- Lead, motivate and manage the UK Customer Support team, ensuring high performance, engagement and professional development.
- Oversee team scheduling and staffing, optimising resources to maintain efficiency.
- Provide continuous coaching and mentorship, driving performance against KPIs and maintaining high CSAT scores.
- Document, refine and automate team processes with the help of AI to enhance efficiency and service quality.
- Provide hands-on support to the team in their daily operations, with increased involvement during peak periods or staff absences to ensure seamless service delivery.
- Gather and relay customer feedback, collaborating with cross-functional teams such as Operations, Commercial, Marketing and Product to improve customer experience.
- Handle compliance escalations, ensuring cases are directed to the appropriate teams.
- Recruit, onboard and train new team members, ensuring a smooth integration into their roles.
Experience:
- 1-2 years of team management experience in customer service or a related field.
- Proven customer service experience in a B2B/B2C environment, ideally within a technology-driven business.
- Strong customer orientation, with a track record of meeting and exceeding performance targets.
- Experience using AI to structure and improve workflows.
- Excellent organizational skills with a structured and solution-oriented mindset.
- Strong communication and objection-handling skills.
- Experience with support ticketing systems is a strong plus.
- Knowledge of HR processes is a strong plus.
Work Conditions
- This position is based in our London office (near Old Street Station) in a hybrid setup, with a minimum of two days per week in the office.
- Occasional Saturday/Sunday and bank holiday work is required as needed.
At Coople, the UK’s leading digital staffing platform, we are committed to making flexible work easy, reliable, and fulfilling. We believe that work should adapt to life, not the other way around. Our core values - Agile, Collaborative, Fair, Empowering and Passionate - drive everything we do.
What We Offer:
- Stock shares for all employees
- Ongoing training & development opportunities
- Enhanced pension contributions
- Flexible working arrangements
- Free lunch in the office
- A vibrant workspace in the heart of Old Street
Join us and be part of a team that’s redefining the future of work!
Seniority level
- Mid-Senior level
Employment type
- Full-time
Job function
- Customer Service
Industries
- Staffing and Recruiting
- Internet Marketplace Platforms
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Customer Support Team Manager in London employer: Coople UK
Coople is an exceptional employer that champions flexibility and collaboration, making it an ideal workplace for those seeking meaningful employment. With a strong focus on employee growth and a vibrant work culture, you will have the opportunity to thrive in a remote role while connecting with your team in Zürich a few times a year. Our values of agility, empowerment, and fairness ensure that every team member feels valued and supported in their professional journey.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Team Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Coople UK. 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 Coople UK 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 Team Manager in London
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 Coople UK:Your cover letter is your chance to shine! Tell us why you want to work at Coople UK 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 Coople UK!
How to prepare for a job interview at Coople UK
✨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.
