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- Tasks: Lead a dynamic customer support team and enhance service quality across multiple brands.
- Company: Join PC Group, a family-owned business with a collaborative culture and strong values.
- Benefits: Enjoy a competitive salary, hybrid working, bonuses, and personal development opportunities.
- Other info: Be part of a BCorp committed to social and environmental responsibility.
- Why this job: Make a real impact by shaping a supportive team environment and improving customer experiences.
- Qualifications: Experience in customer support and people management is essential.
The predicted salary is between 32500 - 35000 £ per year.
About PC Group
PC Group delivers the essential platform to build your business with the right people. Our collection of compliance brands deliver expert background checking for a modern market. PC Group's commercial offerings are organised into 3 brands: Personnel Checks, TaxiPlus, and Chexx.io.
What you will be working on as a Customer Support Manager
As our Customer Support Manager, you'll be responsible for our entire support function across all of PC Group's brands. This means that you will manage the processes, the people, and the quality of how our customers receive support. At PC Group, managers & leaders have to strike the right balance between being hands-on and strategic. You'll ensure calm, control, and quality throughout.
Your typical day-to-day will involve interacting with customers through phone, email, and live chat to deliver high-quality service. You will focus on people management and process improvement, coaching your team through real situations, running quality checks, and fostering a collaborative culture.
On the process side, you'll review workflows, update documentation, and work cross-functionally to remove blockers affecting service quality. You'll keep a close eye on performance trends and service data, turning insights into clear recommendations and tangible improvements.
What you'll bring with you:
- Operational and workload management across multi-channel support environments
- Data interpretation and reporting
- Process review, documentation, and workflow improvement
- Case and escalation management
- Knowledge of compliance, regulatory requirements, and data protection practices
- Contract and service delivery oversight
What type of person you are:
- Proactive and solution-focused
- Accountable and reliable
- A natural people developer
- Calm under pressure
- Clear and confident communicator
- Improvement-driven
- Committed to quality
What experience you will have:
You will have multiple years of experience working in a customer support setting and over 1 year's worth of experience managing people in a customer support setting or an excellent level of execution in an operations role.
The interview process involves:
- Application
- A short call with one of our team
- A competency interview
- A culture-based interview
Our culture is one of care, collaboration, and support. We believe culture is defined by behaviours and how we respond in various situations.
Why PC Group?
We offer hybrid working with a minimum of 2 days per week in our Blackburn office. We are a family-owned business with diverse departments and opportunities for progression. We provide a comprehensive collection of workplace benefits, including competitive salary, bonuses, and personal development.
PC Group is committed to eliminating discrimination and encouraging diversity amongst our workforce. We aim to provide equality and fairness for all in our employment.
Customer Support Manager in Blackburn employer: PC Group
Contact Detail:
PC Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Manager in Blackburn
✨Tip Number 1
Get to know the company culture before your interview. Check out PC Group's website and social media to see how they interact with customers and each other. This will help you tailor your responses and show that you're a great fit!
✨Tip Number 2
Practice your communication skills! As a Customer Support Manager, you'll need to be clear and confident when talking to both customers and your team. Try role-playing common scenarios with a friend to build your confidence.
✨Tip Number 3
Prepare for the competency interview by thinking of specific examples from your past experience. Highlight times when you managed a team or improved processes, as these are key aspects of the role at PC Group.
✨Tip Number 4
Don't forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Customer Support Manager in Blackburn
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for the role shine through! We want to see that you genuinely care about customer support and improving processes. Share why you’re excited about joining PC Group and how you can contribute to our culture of care.
Tailor Your Experience: Make sure to highlight your relevant experience in customer support and people management. We love seeing specific examples of how you've handled challenges or improved processes in the past. This helps us understand how you can bring your skills to our team!
Be Authentic: We value authenticity, so don’t be afraid to let your personality come through in your application. Share your unique approach to problem-solving and how you connect with your team. Remember, we’re looking for someone who fits our culture, so being yourself is key!
Follow the Instructions: Don’t forget to include the word 'doorframe' in your application as requested! It shows us that you’ve read the job description carefully and are detail-oriented. Plus, it’s a great way to stand out from the crowd!
How to prepare for a job interview at PC Group
✨Know the Company Inside Out
Before your interview, take some time to research PC Group and its brands. Familiarise yourself with their services, values, and culture. This will not only help you answer questions more effectively but also show that you're genuinely interested in the company.
✨Prepare for Scenario-Based Questions
Given the hands-on nature of the Customer Support Manager role, be ready to discuss specific scenarios you've faced in previous positions. Think about times when you managed a team, resolved a complex issue, or improved a process. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Showcase Your People Management Skills
Since this role involves managing multiple team members, be prepared to talk about your leadership style. Share examples of how you've developed others, handled performance issues, or fostered a collaborative environment. Highlight your ability to balance being hands-on while also focusing on strategic improvements.
✨Emphasise Your Commitment to Quality
PC Group prides itself on delivering high-quality support, so make sure to convey your dedication to maintaining high standards. Discuss how you ensure quality in your work and how you’ve implemented changes based on customer feedback in the past. This will align well with their culture of care and improvement.