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For Companies At a Glance
- Tasks: Lead and develop a customer support team in a fast-growing online marketplace.
- Company: Join a dynamic company focused on renewable energy and customer satisfaction.
- Benefits: Competitive salary, career growth opportunities, and a supportive work environment.
- Why this job: Make a real impact by enhancing customer experiences and driving service improvements.
- Qualifications: Experience in customer support management and strong people skills required.
- Other info: Exciting chance to grow into a Head of Support role quickly.
The predicted salary is between 36000 - 60000 ÂŁ per year.
This is a great opportunity to work for an established and fast‑growing business, where you will have the opportunity to develop a worthwhile career. The company is experiencing significant growth and this will create genuine opportunities to develop the role further. They are looking for an experienced Customer Support Manager to work alongside the existing management team to further capitalise on their explosive growth over the last few years. The role offers a genuine opportunity to develop into Head of Support within a short period of time for those wishing to grow their career.
Role Overview
We are looking for an experienced Customer Support Manager/Head of Support to lead and develop our customer support function in a fast‑growing online marketplace. You will be responsible for delivering an excellent, fair, and transparent experience for both consumers and service providers, while ensuring compliance with UK consumer protection law and CMA guidance for online platforms. This role combines people leadership, operational excellence, customer advocacy, and regulatory awareness, with a strong focus on complaints handling, trust, and continuous improvement.
Key Responsibilities
- Lead, coach, and motivate a customer support team.
- Embed a customer happiness and success mindset and meet operational KPIs.
- Set clear performance targets and KPIs.
- Conduct regular 1:1s, performance reviews, and training sessions.
- Foster a customer‑first, compliant, and solutions‑driven culture.
- Oversee day‑to‑day customer support operations across online tickets and phone.
- Ensure fast, fair, and consistent resolution of customer and member issues.
- Act as an escalation point for complex complaints, disputes, and sensitive cases.
- Maintain high standards of professionalism, transparency, and accuracy in all customer communications while identifying opportunities to improve customer satisfaction, retention and trust.
- Proactively identify opportunities to improve customer satisfaction, retention and trust.
- Ensure customer communications are clear and outcome focused.
- Champion customer success and long‑term satisfaction across the platform.
- Support customer onboarding and education to help members generate the best return from the platform.
- Own and improve customer satisfaction metrics.
- Manage formal complaints and dispute resolution between customers and members.
- Ensure complaints are handled fairly, consistently, and within defined timescales.
- Develop a smoother process for dealing with complaints.
- Identify trends relating to poor service, misrepresentation, or customer detriment.
- Support compliance with CMA guidance on online platforms, reviews, and consumer transparency.
- Use complaint data and customer insight to identify systemic issues that may pose regulatory or reputational risk.
- Review and improve support processes, workflows, and knowledge bases.
- Use data, complaints insight, and customer feedback to drive service improvements.
- Produce regular performance, complaints, and risk reports.
- Support the rollout of new tools, features, or policies impacting customer support.
- Work closely with the Marketing and Sales teams to represent the voice of the customer.
- Contribute to platform improvements that reduce customer friction and regulatory risk.
- Support launches, incidents, and peak‑demand planning.
Essential Skills & Experience
- Proven experience in a Customer Support Manager / Customer Service Manager / Complaints Manager role.
- Experience in an online marketplace, SaaS, e‑commerce.
- Strong people management and coaching skills.
- Excellent complaint handling and conflict resolution abilities.
- Strong written and verbal communication skills.
Desirable
- Experience working with CMA guidance or regulatory compliance.
- Experience with two‑sided platforms (consumers & service providers).
- Knowledge of complaints escalation frameworks and dispute resolution.
- Understanding of UK consumer protection and fair trading principles.
- Experience with CRM and support tools (e.g. Slack and Aircall).
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Other
Industries Administrative and Support Services
Customer Support Manager/Head of Support employer: Sweden Renewable Energy Investments AB
Contact Detail:
Sweden Renewable Energy Investments AB Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Manager/Head of Support
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Customer Support Manager role. A personal recommendation can make all the difference, so don’t be shy about asking for introductions.
✨Tip Number 2
Prepare for interviews by researching the company inside out. Understand their values, mission, and recent developments. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the role of Customer Support Manager. Highlight your people management skills and your knack for resolving complaints effectively – these are key for this position.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Customer Support Manager/Head of Support
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Support Manager role. Highlight your relevant experience in customer support, especially in online marketplaces or SaaS, to show us you’re the perfect fit!
Showcase Your Skills: Don’t forget to emphasise your people management and coaching skills. We want to see how you’ve led teams and improved customer satisfaction in your previous roles. Use specific examples to make your application stand out!
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate straightforward communication, so make sure your key achievements and experiences shine through without unnecessary fluff.
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 any important updates about the role. Let’s get started on this journey together!
How to prepare for a job interview at Sweden Renewable Energy Investments AB
✨Know Your Stuff
Before the interview, make sure you thoroughly understand the company and its customer support function. Familiarise yourself with their values, recent developments, and how they handle customer complaints. This will show your genuine interest and help you tailor your answers.
✨Showcase Your Leadership Skills
As a Customer Support Manager, you'll need to lead a team effectively. Prepare examples of how you've motivated and coached teams in the past. Highlight specific situations where your leadership made a difference in customer satisfaction or team performance.
✨Be Ready for Scenario Questions
Expect questions that assess your problem-solving skills, especially around complaints handling. Think of real-life scenarios where you successfully resolved complex issues. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Demonstrate Your Compliance Knowledge
Since the role involves understanding UK consumer protection laws and CMA guidance, brush up on these topics. Be prepared to discuss how you would ensure compliance in customer interactions and what steps you would take to handle disputes fairly.
