At a Glance
- Tasks: Lead a dynamic support team to enhance member satisfaction and drive strategic initiatives.
- Company: Join GS1 UK, a supportive workplace with a focus on innovation and collaboration.
- Benefits: Enjoy flexible hybrid working, 25 days leave, and a generous pension scheme.
- Other info: Be part of a vibrant team with opportunities for professional growth and development.
- Why this job: Make a real impact by improving member experiences and leading a high-performance culture.
- Qualifications: 5+ years in customer service, with strong leadership and strategic planning skills.
The predicted salary is between 30000 - 32000 £ per year.
To lead the member support team in delivering exceptional experiences that enhance member satisfaction, loyalty and retention, whilst aligning support operations with overall business goals. To drive strategic initiatives to optimise service delivery, improve efficiency, and leverage member insight for continuous improvement and growth. The successful candidate will play a critical role in the effective delivery of our 3-year strategy.
Team management and leadership
- Cultivate a high-performance culture within the member support team by setting clear goals, providing regular feedback, and recognising outstanding achievements.
- Foster an environment where team members feel empowered, valued, and motivated to deliver exceptional service.
- Coach and mentor team members through one-to-ones, quality assurance, and tailored development plans to support professional growth.
- Identify and nurture high-potential employees, providing them with stretch and progression opportunities.
- Build a cohesive team dynamic by encouraging open communication, cross-functional collaboration, and shared accountability.
- Facilitate regular team meetings and workshops to solve problems, share best practices, and foster a continuous improvement mindset.
- Demonstrate a hands-on, member-first approach to leadership by actively engaging in member interactions, handling escalations, and modelling the behaviours and attitudes expected of the team.
- Show empathy, integrity and professionalism in all interactions.
- Set and monitor individual and team performance metrics aligned with organisational objectives.
- Utilise data-driven insights to evaluate performance, provide constructive feedback, and implement improvement plans where necessary.
- Encourage a culture of innovation and creativity by empowering team members to propose and implement new ideas and solutions to enhance service delivery.
- Recognise and reward innovative thinking that contributes to team goals and member satisfaction.
- Ensure an inclusive work environment where all team members feel respected, heard and supported.
- Navigate team dynamics during times of change with confidence and empathy.
- Communicate transparently, manage resistance to change, and provide the necessary support to help the team adapt and thrive in evolving circumstances.
Operational excellence
- Monitor daily operations to ensure efficient and effective handling of member enquiries, complaints and support requests across multiple channels (phone, email, web forms, live chat, social media).
- Develop, implement and refine processes and workflows to optimise productivity and satisfaction.
- Set and track key performance indicators (KPIs) such as response times, resolution rates, and CSAT.
- Manage escalations, ensuring prompt resolution and continuous improvement in procedures.
- Evaluate and implement member support technologies (e.g. ticketing tools, chatbots) to enhance team efficiency and improve service delivery.
Strategic planning and execution
- Design and execute member support strategies that align with the company’s goals and enhance the overall member experience.
- Collaborate with cross-functional teams to ensure a seamless member journey, integrating member feedback into product and service enhancements.
- Identify and drive strategic initiatives to improve support processes, tools, and technologies, leveraging data and analytics to make informed decisions.
- Stay updated on industry best practices and emerging technologies to ensure the support team remains competitive and innovative.
Member experience enhancement
- Advocate for the member by using insights from feedback, complaints, and support metrics to drive change across the organisation.
- Create and maintain knowledge bases, FAQs, and self-service tools to empower members and reduce contact rates.
- Analyse customer touchpoints and interactions to identify opportunities to enhance the experience.
Reporting and analytics
- Prepare and present regular reports on team performance, member satisfaction, and operational metrics to senior management.
- Use data analysis tools to identify trends, patterns and root causes of member issues, and recommend corrective actions.
A minimum of 5 years’ experience in customer service or support roles, with a minimum of 3 years in a managerial or leadership position. Proven track record in managing customer service teams, improving service delivery, and achieving key performance indicators (KPIs). Experience in leading, coaching and mentoring diverse teams of customer service representatives, including performance management, team development, conflict resolution, and fostering a positive and high-performing team culture. Proven experience in developing and executing customer service strategies that align with business objectives. This includes experience in analysing customer feedback and data, driving customer-centric initiatives, and working with cross-functional teams to enhance the overall experience. Hands-on experience in overseeing day-to-day operations of a customer service department, including managing workflows, staffing, scheduling and optimising resource allocation. Experience with handling escalations and implementing process improvements to enhance efficiency and service quality. Proficiency in using customer service tools and technologies, such as CRM systems, helpdesk software, ticketing systems, and customer feedback tools. Experience in evaluating, implementing, and optimising these tools to improve team efficiency and service delivery. Experience in using data analysis and reporting tools to track, analyse, and report on key performance metrics, identify trends, and make data-driven decisions. Demonstrated experience in managing and leading customer service projects such as process improvements, systems implementations or developing self-service tools. Strategic thinker with the ability to balance short-term and long-term goals. Analytical and data-driven approach to decision making. Inspiring leader with a passion for team development. Customer-centric mindset with a passion for achieving best-in-class results. Problem solver focused on delivering positive outcomes. Bold and innovative thinker comfortable challenging the status quo. Natural collaborator with the ability to build strong relationships across the business.
As a colleague at GS1 UK you will enjoy a supportive working environment along with a generous amount of benefits available to you. A healthy work life balance (hybrid working with flexibility on start and finish times). 25 days annual leave (excluding bank holidays) with the option to buy or sell up to 5 days every year. Join our social and charity team events. Generous pension scheme with employer contributions up to 12%. Life assurance policy (5x annual salary) to give you peace of mind. Full range of benefits available (PMI, dental, travel, gym membership and many more).
Support team manager employer: GS1 UK
At GS1 UK, we pride ourselves on being an exceptional employer that fosters a supportive and inclusive work culture. As a Support Team Manager, you will lead a high-performance team dedicated to enhancing member satisfaction while enjoying a healthy work-life balance, generous benefits including a robust pension scheme, and ample opportunities for professional growth and development. Our commitment to innovation and employee empowerment ensures that you will thrive in a dynamic environment where your contributions are valued and recognised.
StudySmarter Expert Advice🤫
We think this is how you could land Support team manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at GS1 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 GS1 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 Support team manager
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 GS1 UK:Your cover letter is your chance to shine! Tell us why you want to work at GS1 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 GS1 UK!
How to prepare for a job interview at GS1 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.
