Customer Support Manager, GET STAFFED ONLINE RECRUITMENT LIMITED

Customer Support Manager

High Wycombe

£38,000 – £40,000 per annum

Our client is seeking a proactive and experienced Customer Support Manager to lead their Internal Sales and Customer Service team. This role is crucial in ensuring an excellent customer experience from initial enquiry to post-sale support. The successful candidate will manage day-to-day operations, drive team performance, and implement strategies that enhance customer satisfaction and sales efficiency.

Responsibilities & Accountabilities

• Lead and manage the Internal Sales and Customer Service Team
• Oversee order processing, quotation preparation, and customer account management
• Ensure timely and effective handling of customer enquiries, complaints, and technical support needs
• Develop and implement existing customer service policies, procedures, and best practices
• Monitor KPIs and team performance, providing coaching and support where needed
• Collaborate with the external sales team, logistics, and operations to ensure seamless order fulfilment and resolve delivery issues
• Identify areas for process improvement and lead initiatives to enhance the customer journey
• Train and develop team members, fostering a customer-centric and sales-driven culture
• Use CRM and ERP systems to manage workflows and reporting
• Prepare and present the Sales Review reports, providing insights, commentary, and actionable recommendations
• Issue quotes, diligently follow up, and ensure the Sales Team maintains a similar commitment
• Maintain high team engagement and low turnover through effective communication and support
• Ensure timely and professional resolution of all customer queries and complaints within agreed SLA\’s

Secondary and Support Responsibilities

• Provide departmental coverage during team members\’ absences
• Handle inbound sales calls and enquiries, providing product information and technical support to customers
• Prepare and send quotations, process orders, and track delivery timelines
• Maintain regular contact with customers to follow up on quotes, orders, and project updates
• Support external sales representatives with administrative tasks and customer coordination. Assist with pricing queries, stock availability checks, and lead time updates
• Provide frontline support during peak periods, staff absences, or high-volume situations
• Manage customer accounts, including updates to contact information, order history, and service requests.

Key Competencies

• Fluent English – Excellent written and verbal communication skills (essential)
• Minimum 5 years’ experience in a customer support, sales administration, or internal sales leadership role. (essential)
• People and conflict Management (essential)
• Ability to lead and motivate a team in a fast-paced environment. (essential)
• Proficient in all Microsoft 365 tools and CRM software (essential)
• Confident in handling customer complaints, escalations, and service recovery (essential)
• Organisational and time management skills, with the ability to prioritise and multitask effectively in a fast-paced environment. (essential)
• High level of accuracy and attention to detail, particularly in order processing and quoting
• A collaborative approach to working with cross-functional teams (e.g., sales, logistics, technical support)
• Experience in a similar role within a technical or manufacturing organisation.
• Strong interpersonal and communication skills
• Understanding of order-to-delivery processes

Benefits

• Salary between £36-£40k pa dependant on experience
• 25 days annual leave plus (bank holidays)
• 1 day holiday for birthday
• Company Pension Scheme
• Private Healthcare
• Free onsite parking
• Life Insurance

Apply Now

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