At a Glance
- Tasks: Lead a dynamic customer support team and enhance customer experiences.
- Company: Established Coventry-based business with a focus on continuous improvement.
- Benefits: Competitive salary, hybrid working, and opportunities for professional growth.
- Other info: Flexible working hours and a supportive environment for career development.
- Why this job: Make a real impact by driving customer satisfaction and team performance.
- Qualifications: Experience in leading customer service teams and strong analytical skills.
The predicted salary is between 40000 - 40000 € per year.
SF Partners are supporting a brilliant, established Coventry (CV6) based business in recruiting a Customer Support Manager. This role will suit a hands-on, customer-focused individual who has a real focus on continuous improvement and promoting an outstanding customer experience across the department.
Salary: £40,000
Working hours: 37.5 hours per week with a 30-minute lunch break, working between the core hours of 07:00 and 19:00 in line with business requirements. Hybrid following training period.
Main duties:
- Lead the day-to-day operations of the customer support team.
- Support the Head of Customer Support in delivering strategic department goals.
- Own and drive departmental KPIs including SLA performance, customer satisfaction, quality and productivity metrics.
- Manage customer escalations and complaint resolution to ensure positive customer outcomes.
- Support workforce planning, resource allocation and absence management to maintain operational performance.
- Collaborate across teams to ensure clear communication and consistent processes.
- Ensure compliance with company policies, GDPR requirements and customer service standards.
- Identify and implement continuous improvement initiatives to enhance customer experience and operational efficiency.
- Drive engagement, performance discussions and training across customer service, processes and soft skills.
- Conduct regular performance reviews, coaching sessions and development plans for team members.
- Work flexibly to meet changing business and customer needs.
Responsibilities and objectives:
- Proven experience leading customer service or contact centre teams.
- Strong analytical skills and the ability to turn data into actionable insights.
- A strategic mindset with confident leadership ability.
- A strong commitment to delivering an excellent customer experience.
Customer Support Manager in Coventry employer: SF Partners
At SF Partners, we pride ourselves on being an exceptional employer, offering a dynamic work environment in Coventry that fosters continuous improvement and outstanding customer service. Our hybrid working model post-training allows for flexibility, while our commitment to employee growth through regular performance reviews and development plans ensures that you can thrive in your career. Join us to be part of a supportive team that values collaboration and innovation, making a meaningful impact on customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Manager in Coventry
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the hunt for a Customer Support Manager role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews! Research common questions for customer support roles and practice your answers. We recommend using the STAR method to showcase your experience and how you’ve handled challenges in the past.
✨Tip Number 3
Show off your skills! If you have any relevant certifications or training, make sure to highlight them during interviews. It’s all about proving you’re the best fit for leading a customer support team and driving those KPIs.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities that might just be perfect for you. Plus, it’s a great way to ensure your application gets seen by the right people.
We think you need these skills to ace Customer Support Manager in Coventry
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Customer Support Manager role. Highlight your leadership experience and any achievements in improving customer satisfaction or operational efficiency.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're passionate about customer support and how you can contribute to our team's success. Share specific examples of how you've driven improvements in previous roles.
Showcase Your Analytical Skills:Since this role requires strong analytical skills, mention any relevant experience where you've turned data into actionable insights. We love seeing how you can use numbers to enhance customer experience!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates during the process.
How to prepare for a job interview at SF Partners
✨Know Your Customer Support Metrics
Familiarise yourself with key performance indicators (KPIs) relevant to customer support, such as SLA performance and customer satisfaction scores. Be ready to discuss how you've used data to drive improvements in previous roles.
✨Showcase Your Leadership Style
Prepare examples that highlight your leadership experience, especially in managing teams and driving performance. Think about specific situations where you’ve successfully resolved escalations or improved team dynamics.
✨Emphasise Continuous Improvement
Be ready to talk about initiatives you've implemented that enhanced customer experience or operational efficiency. This could include training programmes, process changes, or innovative solutions to common problems.
✨Demonstrate Your Customer Focus
Share stories that illustrate your commitment to delivering an outstanding customer experience. Highlight how you've handled difficult situations and turned them into positive outcomes for customers.
