Overview
In this role you will lead the Customer Support Team to deliver exceptional customer experiences while achieving operational performance goals. You will own day-to-day service delivery, handling inquiries, incidents and escalations within SLAs, and drive continuous service improvement. You will build strong cross-functional relationships to coordinate resolutions and influence customer outcomes. You will foster a collaborative, accountable culture that focuses on quality and customer-first outcomes, while leading strategic improvement initiatives.
Responsibilities
- Lead, develop and inspire the Customer Support team to deliver outstanding customer experiences and meet operational targets
- Own day-to-day delivery of Customer Support services, managing inquiries, incidents, complaints and escalations within agreed service levels
- Drive a customer-first culture prioritising quality, responsiveness and satisfaction, plus continuous service improvement
- Manage operational performance using KPIs, reporting, workforce planning and performance management processes
- Lead management of customer-impacting incidents and escalations with clear communication and coordination
- Use customer feedback and data trends to identify opportunities to improve experience and reduce effort
- Maintain effective relationships with internal stakeholders (Product, Technology, Sales, CRM, and other ops teams)
- Ensure compliance with policies, regulatory requirements, quality standards and documented procedures
Key requirements
- Experience building and maintaining relationships with internal stakeholders at varying levels
- Strong analytical and organisational skills
- Effective communication, persuasion, and stakeholder influence to deliver best customer outcomes
- Experience leading teams and driving operational performance
- Experience managing customer issues, incidents, complaints and escalations
- Experience using performance metrics and operational data to drive improvement
- Commitment to collaboration, accountability and continuous improvement
- Passion for delivering excellent customer service and outcomes
- relationship-building
- analytical thinking
- effective communication
- KPIs
- reporting
- workforce planning
Technical Support Team Manager in Cardiff employer: RELX Group
At ICIS, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters curiosity and creativity. Our London-based team thrives in a fast-paced environment, providing ample opportunities for professional growth and the chance to become a recognised expert in the evolving energy market. With a commitment to employee well-being and a range of country-specific benefits, we ensure our staff are supported in their pursuit of meaningful and rewarding careers.
