Wise May are looking for a Customer Service Team Manager to lead a Customer Service 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 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
