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: Join a collaborative environment with a focus on innovation and excellence.
- Why this job: Make a real difference in customer satisfaction and drive team success.
- Qualifications: Experience in customer support and strong leadership 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.
Customer Support Manager employer: SF Partners
SF Partners is an exceptional employer, offering a dynamic work environment in Coventry that prioritises employee growth and development. With a strong focus on continuous improvement and outstanding customer service, employees benefit from a supportive culture that encourages collaboration and innovation. The hybrid working model post-training allows for flexibility, making it an attractive opportunity for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Manager
✨Tip Number 1
Network like a pro! Reach out to current or former employees of the company you're eyeing. They can give you insider info on the culture and what it takes to succeed in the role.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer support management. Think about how you can showcase your experience with KPIs and continuous improvement initiatives.
✨Tip Number 3
Show your passion for customer service! During interviews, share specific examples of how you've improved customer experiences in the past. This will help you stand out as a hands-on candidate.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed and shows you’re serious about joining the team.
We think you need these skills to ace Customer Support Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your customer support experience and any relevant achievements. We want to see how you've made a difference in previous roles, so don’t hold back on those success stories!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for the Customer Support Manager role. Share your passion for customer service and how you plan to drive continuous improvement in our team.
Showcase Your Skills:In your application, be sure to mention specific skills that align with the job description, like managing escalations or driving KPIs. We love candidates who can demonstrate their ability to enhance customer experiences through practical examples.
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’re considered for the role. Plus, it shows you’re keen to join our team!
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 these metrics in past roles to drive improvements and enhance the customer experience.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've successfully managed customer escalations or resolved complaints in previous positions. Highlight your approach to ensuring positive outcomes and maintaining customer satisfaction, as this will resonate well with the interviewers.
✨Emphasise Continuous Improvement
Demonstrate your commitment to continuous improvement by sharing specific initiatives you've implemented in past roles. Discuss how these initiatives not only improved operational efficiency but also enhanced the overall customer experience.
✨Collaboration is Key
Be prepared to talk about your experience working collaboratively across teams. Share examples of how clear communication and consistent processes have led to successful outcomes in your previous roles, as this aligns with the company's focus on teamwork.
