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, generous pension, and health perks like private healthcare.
- 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: Experience in managing customer service teams 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 in London 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 in London
✨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 your experience aligns with leading a team and driving 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, share examples of how you've developed teams or improved customer service processes. This is your moment to shine and demonstrate your fit for the role.
✨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 are proactive about their job search!
We think you need these skills to ace Customer Service Support Manager in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Service Support Manager role. Highlight your experience in leading teams and improving customer service processes, as this will show us you’re a great fit for the position.
Showcase Your Leadership Skills:We want to see how you've successfully managed or supervised a team before. Share specific examples of how you've developed team members and driven member satisfaction, as this is key to the role.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language to describe your experiences and achievements, making it easy for us to see why you’d be a fantastic addition to our team.
Apply Through Our Website:Don’t forget to submit your application through our website! This helps us keep everything organised and ensures your application gets the attention it deserves. We can’t wait to hear from you!
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 customer service. Research Wise May’s approach to member experience and think about how your past experiences align with their goals.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership style and how you've successfully managed a team in the past. Think about specific situations where you’ve improved team performance or handled escalations effectively.
✨Be Ready for Scenario Questions
Expect questions that ask how you would handle specific customer service scenarios. Practice articulating your thought process and decision-making skills, especially in challenging situations that require empathy and problem-solving.
✨Ask Insightful Questions
Prepare thoughtful questions to ask at the end of the interview. This shows your genuine interest in the role and helps you understand how you can contribute to the team’s success and the overall member experience.
