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 flexible working, private health insurance, and 25 days annual leave.
- Other info: Opportunities for career growth and regular social events await you!
- Why this job: Make a real impact by enhancing client experiences and driving team success.
- Qualifications: Experience in leading support teams and excellent communication skills required.
The predicted salary is between 29700 - 36300 £ per year.
Location: Waterloo (hybrid after probation)
Salary: Competitive salary, depending on your experience
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:
- 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:
- 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 Waterloo 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 Waterloo
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at InfoTrack 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 InfoTrack 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 Client Support Manager in Waterloo
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 InfoTrack UK:Your cover letter is your chance to shine! Tell us why you want to work at InfoTrack 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 InfoTrack UK!
How to prepare for a job interview at InfoTrack 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.
