At a Glance
- Tasks: Lead a dynamic Customer Support Team to deliver exceptional member experiences.
- Company: Join Wise May, a membership organisation focused on member satisfaction.
- Benefits: Enjoy 25 days holiday, private healthcare, and a generous pension scheme.
- Other info: Hybrid working model with opportunities for personal and professional growth.
- Why this job: Make a real impact by championing member needs and driving service improvements.
- Qualifications: Proven experience in customer service management and strong leadership skills.
The predicted salary is between 35000 - 45000 £ per year.
Wise May are looking for a Customer Service Team Manager to lead a Customer Support Team for a Membership organisation. The role will involve overseeing the member support function, ensuring an excellent member experience and driving continuous improvement across customer service operations. This is a full-time permanent position reporting into the Head of Member Experience. Hybrid working is 3 days in the Office, 2 days working from home.
Customer Support Manager Duties:
- Leading and developing a team of Customer Support Executives to deliver exceptional member service
- Responding to escalated member enquiries over phone, via email and other channels
- Providing clear and accurate support on standards, products and services
- Driving member satisfaction and retention, including handling potential leavers
- Following and managing the internal escalation process where queries require more complex technical support
- Acting as a voice of the member, championing their needs and priorities to the wider business
- Monitoring team performance and service standards to ensure high levels of customer satisfaction
- Supporting internal projects with member knowledge, outbound calling and inbound response handling when required
- Reviewing processes and implementing improvements to enhance efficiency and service delivery
- Preparing reports and analysing customer service trends, feedback and KPIs
- Coaching, mentoring and supporting team development through regular feedback and performance management
Customer Support Manager Skills:
- Proven experience managing or supervising a Customer Service or Customer Support team
- Strong leadership and people management skills
- A positive outlook and can-do attitude
- Excellent communication skills
- High levels of empathy
- Strong analytical abilities to troubleshoot and resolve customer issues effectively
- Experience managing escalations and improving customer service processes
- Ability to work collaboratively across teams and build strong stakeholder relationships
- Customer-focused mindset with a passion for delivering best-in-class service
Customer Support Manager Benefits:
- 25 days holiday (buy up to 5 days holiday)
- Up to 12% employer Pension contribution
- Access to GP clinic
- Life Insurance
- Eye care
- Up to 2 moving house days
- Private dental scheme
- Private healthcare
- Cycle to work scheme
- Season ticket loan
- Family travel insurance
- Gym membership
Customer Service Support Manager employer: Wise May Ltd
Wise May is an exceptional employer that prioritises the well-being and development of its employees, offering a supportive hybrid working environment that balances office and home life. With a strong focus on continuous improvement and member satisfaction, employees benefit from comprehensive training, generous holiday allowances, and a range of health and wellness perks, making it an ideal place for those seeking meaningful and rewarding careers in customer service management.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Support Manager
✨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 Service Support Manager role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews by practising common questions. Think about how you’d lead a team, handle escalated member enquiries, and drive member satisfaction. We can help you with mock interviews to boost your confidence!
✨Tip Number 3
Showcase your leadership skills! When you get the chance to chat with potential employers, share specific examples of how you've developed teams and improved customer service processes. This will set you apart from the crowd.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing familiar faces from our community, so make sure to let us know you’re interested in the Customer Service Team Manager position!
We think you need these skills to ace Customer Service Support Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer service management. We want to see how your skills align with the role of Customer Service Support Manager, so don’t hold back on showcasing your leadership abilities!
Showcase Your Achievements:When detailing your past roles, focus on specific achievements that demonstrate your impact on customer satisfaction and team performance. Use numbers and examples where possible – we love a good success story!
Be Authentic:Let your personality shine through in your application. We’re looking for someone with a positive outlook and a can-do attitude, so don’t be afraid to show us who you are and why you’re passionate about delivering exceptional member service.
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts!
How to prepare for a job interview at Wise May Ltd
✨Know Your Stuff
Make sure you’re well-versed in the company’s mission and values, especially around member experience. Brush up on their services and any recent news or changes. This shows you’re genuinely interested and prepared.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led a team in the past. Think about specific situations where you improved team performance or handled escalated issues. This will demonstrate your capability to manage and inspire a Customer Support Team.
✨Emphasise Empathy and Communication
Be ready to discuss how you handle difficult customer interactions. Share stories that highlight your empathy and communication skills, as these are crucial for ensuring an excellent member experience.
✨Bring Data to the Table
Since the role involves analysing customer service trends and KPIs, come prepared with examples of how you’ve used data to drive improvements in customer service. This will show your analytical abilities and commitment to continuous improvement.
