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, gym membership, and more!
- 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 excellence.
- 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 in Slough employer: Wise May Ltd
Wise May is an exceptional employer that prioritises employee well-being and professional growth, offering a supportive work culture where team members are encouraged to thrive. With a hybrid working model, generous benefits including up to 12% pension contributions, and a commitment to continuous improvement in customer service, this role as Customer Service Support Manager provides a meaningful opportunity to lead a dedicated team while making a significant impact on member satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Support Manager in Slough
✨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 escalations, and improve customer service processes. We want you to shine when it’s your turn to impress!
✨Tip Number 3
Show off your skills! Create a portfolio or a presentation that highlights your achievements in customer service management. This can really set you apart from other candidates and give you an edge.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. 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 Slough
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. We love numbers, so if you can quantify your successes, even better!
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 express your passion for delivering exceptional member experiences.
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!
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. Familiarise yourself with their membership model and think about how you can enhance member experience based on your past experiences.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led a team in the past. Highlight specific situations where you’ve improved team performance or handled escalations effectively. This will demonstrate your capability to manage and develop a Customer Support Team.
✨Be Ready for Scenario Questions
Expect questions that ask how you would handle specific customer service scenarios. Think through potential challenges you might face in this role and prepare your responses. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready. Inquire about the current challenges the team faces or how success is measured in this role. This shows your genuine interest in the position and helps you gauge if it’s the right fit for you.
