At a Glance
- Tasks: Lead a dynamic Client Support team to deliver top-notch customer service.
- Company: Join InfoTrack, a leading tech provider in the conveyancing industry.
- Benefits: Enjoy competitive salary, flexible working, and health perks.
- Other info: Great career progression opportunities and a vibrant workplace culture.
- Why this job: Make a real impact by enhancing client experiences and support processes.
- Qualifications: Experience in leading support teams and excellent communication skills required.
The predicted salary is between 29700 - 36300 £ per year.
Do you enjoy leading support teams that deliver exceptional customer service? Are you passionate about helping users get the most from their software, developing high-performing teams and using customer insight to continually improve the support experience?
Our Client Support team is central to the service we provide to clients using our software across the legal and conveyancing sector. We’re looking for an experienced Client Support Manager to join us on an initial 12-month fixed term contract. You’ll lead and develop our small contact centre team, ensuring clients receive responsive, knowledgeable and high-quality support while driving improvements in service quality, product knowledge and the overall client experience.
About InfoTrack: InfoTrack is a market-leading provider of technology solutions for the conveyancing industry, helping law firms deliver a best-in-class service to people buying and selling homes. As our user base and product portfolio continue to grow, providing a responsive, knowledgeable and client-focused support service is more important than ever. This role will play a key part in ensuring client queries are handled effectively, customers are kept informed and feedback and support trends are used to continually improve the customer journey.
What you’ll be doing:
- Lead and develop the Client Support team, ensuring customers receive accurate, timely and helpful assistance across all support channels.
- Build a strong understanding of our software, customer workflows and conveyancing sector requirements to ensure support is practical, relevant and client-focused.
- Ensure client queries are appropriately triaged, assigned and progressed in line with agreed service standards and customer expectations.
- Monitor support queues, contact trends and ageing queries, identifying opportunities to improve response quality, resolution consistency and the overall client experience.
- Manage, coach and develop team members, setting clear objectives and supporting continual improvement in product knowledge and customer service skills.
- Ensure client communication is clear, professional and proactive, with updates tailored to the needs of the customer.
- Support the team in resolving more complex client queries, using strong product knowledge and an understanding of customer processes.
- Identify recurring questions, training gaps and usability issues, working with internal teams to improve guidance, knowledge content and product adoption.
- Use client feedback, support trends and operational data to recommend improvements to processes, product information and self-service resources.
- Support effective communication during service issues, ensuring customers are kept informed and reassured where their use of the software is affected.
- Provide stakeholders with clear operational updates and insight on support performance, customer themes and improvement activity.
What we're looking for:
Essential:
- Proven experience leading a contact centre, helpdesk or customer support team within a software or conveyancing environment.
- Experience managing support queues, customer enquiries and service standards using a ticketing, CRM or helpdesk platform.
- Strong leadership, coaching and influencing skills, with a genuine drive to deliver outstanding customer service.
- Excellent customer communication skills, with the ability to explain software guidance clearly to both technical and non-technical users.
- Ability to build and maintain strong product knowledge and translate this into practical support guidance for clients.
- Ability to analyse support trends, customer feedback and contact drivers to improve the client experience.
- Experience improving support processes, knowledge content and team capability using operational data and client insight.
- A positive and resilient approach, with the ability to maintain high standards in a pressurised environment.
Desirable (but not essential):
- Experience working for a software service provider.
- Exposure to the legal conveyancing sector.
What success looks like: You’ll help create a Client Support team that delivers a consistently high-quality customer experience, with a strong focus on:
- Customer Satisfaction (CSAT).
- First Contact Resolution (FCR).
- Response quality.
- SLA response performance.
- Query resolution performance.
- Knowledge base contribution and usage.
- Customer feedback themes.
Working Hours: Your working week will be 37.5 hours per week, typically 9:00am – 5:30pm initially, with opportunities for hybrid working between home and our Waterloo office once your probationary period is completed.
Salary and Progression: Competitive salary, depending on your skills and experience. You’ll also benefit from annual performance reviews, providing a clear pathway for career development and salary progression.
Benefits and Rewards: At InfoTrack, we believe in rewarding our people and creating a positive workplace culture. You’ll benefit from:
- 25 days annual leave, plus bank holidays.
- Flexible working options, including hybrid working and flexitime after probation.
- Private health insurance, including dental, optical and hearing cashback.
- 24/7 health advice line and access to virtual GP appointments.
- In-house barista: enjoy freshly brewed drinks throughout the day.
- Office snacks, including fruit and refreshments.
- Regular team breakfasts and lunches.
- Recognition awards: £100 spot prizes for going above and beyond.
- “Work From Anywhere” weeks: work remotely from a location of your choice.
- Referral bonus: earn up to £2,000 for successful referrals.
- Regular social events including summer and Christmas parties, hikes, pub quizzes and more.
If you’re passionate about leading client support teams, delivering outstanding customer service and using customer insight to continually improve the support experience, we’d love to hear from you.
If you have any questions about the role or require any reasonable adjustments as part of the recruitment process, please let us know at careers@infotrack.co.uk.
Client Support Manager in London employer: InfoTrack UK
InfoTrack UK is an exceptional employer, offering a dynamic work culture that prioritises employee growth and development. With a competitive salary and benefits such as private health insurance and generous annual leave, this hybrid role allows you to thrive while contributing to a market-leading provider that is transforming the legal sector.
StudySmarter Expert Advice🤫
We think this is how you could land Client Support Manager in London
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like InfoTrack UK.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like InfoTrack UK. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Client Support Manager in London
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to InfoTrack UK.
How to prepare for a job interview at InfoTrack UK
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in InfoTrack UK's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services InfoTrack UK offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
