Customer Support Manager (Maternity Cover FTC)
Operations Team – Geospatial Division
Farnborough, UK - Hybrid
About the role
The Customer Support Manager is responsible for ensuring all customers receive outstanding customer support throughout their license period and any new prospects are provided a seamless onboarding experience. The role also provides key support to the sales team and vital link / communication channel to other parts of the business ensuring all technical enquiries, tickets and priority requests are dealt with in a timely manner.
The Customer Support Manager manages members of the support teams in their daily tasks. Ensuring SLAs are met and Incidents are reported in a timely manor and customer communications are manged accordingly. Reporting directly to the Head of Operations, the role’s key focus is ensuring customer satisfaction.
This role is to provide maternity cover on a fixed term contract for 10 months.
Key responsibilities:
- Manage Customer Support inbox, ensuring relevant leads and opportunities are passed to the Sales team.
- Supporting the Sales Team including checking royalties and producing quotes.
- Supporting RFP/Bid processes for the Sales Team
- Managing supplier/tender portal accreditations & entries
- Ensure Salesforce Renewals are created in line with contracts.
- Ensure Contracts and invoicing is up to date at month end.
- Named point of contact as first line support for Contracted Customers
- Ensure new customers are satisfied with data deliveries, following up with periodic check-ins to confirm quality deliveries.
- Ensure all services are set up correctly (Groups, permissions, API resources).
- Manage and troubleshoot questions/problems/complaints through to resolution.
- Ensure timely responses back to client, chasing internal requests.
- Day to day support on all Sales internal and external enquiries.
- Manage expiring API keys and trial API’s.
- Drafting contracts & issuing contract notifications.
- Raising contracted business invoices including quarterly scheduled invoices.
- Line manage Support team members, onboard new hires.
- Co-ordinate cover for Product Support on demand
- Support contact for channel partners
- Managing third party supplier deliveries or data and utility reports.
- Administration of small professional services projects (under 5 days) within PSA system within the CS team.
- Maintaining & Updating Customer Ops SharePoint
- Incident reporting and monthly analysis
- Raise and manage purchase orders for Idox Geospatial through finance system
- Adherence to Idox Information Security policies and protocols.
To be successful, you should bring:
- 2 years Customer Service & Team Management experience
- Natural, articulate phone/Teams manner essential
- Salesforce experience is essential
- Collaborative team leader
- Excellent attention to detail & strong written communications
- Adapts quickly and confidently to changing priorities and deadlines, ability to work in an agile environment at pace
- Punctual, reliable and has good understanding of the sales lifecycle and business basics
- Takes personal responsibility for own results by organising work effectively
Please click HERE to view our full job description.
Closing date 13/10/2026
Customer Support Manager in Farnborough employer: Idox Group
Idox is an excellent employer for IT Security Analysts, offering a dynamic and forward-thinking work environment in the UK. With a strong focus on employee growth, you will have the opportunity to enhance your skills while contributing to the safeguarding of our information assets. Our collaborative culture fosters innovation and passion for technology, making it a rewarding place to advance your career in IT Operations and Security.
