Customer Support Manager in Gloucester

Job Type: Full Time

Department: Customer Success

Location: Safpro HQ, Gloucester (in-person)

Salary & Benefits: £36,000.00-£40,000.00 per year

• Company events
• Company pension
• Cycle to work scheme
• Discounted or free food
• On-site parking

Job Purpose: The Customer Support Manager is responsible for leading the Customer Support Team and managing the day-to-day operation of Safpro’s customer support helpdesk. This is a hands-on role, combining team leadership with active involvement in customer support activities. The successful candidate will act as the senior point of contact within the department, supporting customers, resolving escalated issues, assisting the team during busy periods, and ensuring enquiries, orders, and service requests are handled efficiently. The role is accountable for customer satisfaction, service performance, team development, and continuous improvement. Success will be measured not only by the performance of the team, but also by the individual’s contribution to delivering an outstanding customer experience. This role would suit someone who enjoys leading a team while remaining actively involved in the day-to-day running of a busy customer support and helpdesk environment.

Key Responsibilities:

• Team Leadership: Lead, develop, and support the Client Support Team, creating a culture focused on accountability, collaboration, and excellent customer service.
• Customer Experience: Ensure customers receive a consistently high level of service across all touchpoints. Act as the escalation point for customer issues while remaining actively involved in supporting customers and assisting the team where required.
• Helpdesk & Operational Performance: Manage the day-to-day operation of the customer support helpdesk, ensuring customer enquiries, orders, back orders, service requests, and support tickets are handled efficiently and in line with agreed service levels. Support the team during busy periods and ensure workload is effectively managed across the department.
• Continuous Improvement: Identify opportunities to improve customer service processes, systems, and ways of working. Work closely with Operations, Procurement, Finance, and IT to resolve recurring issues, improve efficiency, and enhance the customer experience.
• Reporting and Service Performance: Monitor customer service performance, review customer feedback, and use management information to identify trends, opportunities, and areas for improvement.

Key Measurements of Success:

• Customer Satisfaction (NPS, CES and customer feedback)
• Average Response Time
• Average Time to Close

Qualifications and Experience:

• Excellent organisational and problem-solving abilities (being super organized is key in this role)!
• Previous experience in a customer service, helpdesk, or client support leadership role.
• Strong leadership and people management skills.
• Experience within a B2B distribution, workwear, PPE, or related industry.
• Experience using a ticketing system, e.g. HubSpot, Zendesk.
• Experience in a high ticket, demanding environment.

Our Values:

• ALWAYS HUNGRY: Driven to improve, grow, and win.
• FAST FIX: We act quickly and solve problems proactively.
• WE, NOT I: We work together, support each other, and put the success of the team and our customers above individual agendas.
• OWN IT: We take responsibility, follow things through, and do what we say we will do.
• RIGHT FIRST TIME: We focus on accuracy, attention to detail, and delivering high standards from the start.