At a Glance
- Tasks: Lead a dynamic Customer Support Team to deliver exceptional member experiences.
- Company: Join a membership organisation focused on member satisfaction and continuous improvement.
- Benefits: Enjoy 25 days holiday, generous pension contributions, and health perks.
- 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 leadership experience in customer service and strong communication skills.
The predicted salary is between 59000 - 59000 £ 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 Team Manager - City - Membership - Up to £59,000 employer: Wisemay
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 excel. With a hybrid working model, generous benefits including up to 12% pension contributions, and a commitment to continuous improvement, this role as Customer Service Team 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 Team Manager - City - Membership - Up to £59,000
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Reach out to current or former employees on LinkedIn. Ask them about their experiences and any tips they might have for landing the role. Plus, it could give you an edge if they put in a good word for you!
✨Tip Number 3
Prepare for the interview by practising common questions related to customer service management. Think about how you would handle escalated issues or improve team performance. We want you to shine when it’s your turn to speak!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the position. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Service Team Manager - City - Membership - Up to £59,000
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Customer Service Team Manager role. Highlight your leadership experience and any specific achievements in customer service to grab our attention!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about member experience and how you can drive improvements in our customer service operations. Be genuine and let your personality come through.
Showcase Your Communication Skills:Since this role involves a lot of communication, make sure your application is clear and concise. Use proper grammar and structure to demonstrate your excellent communication skills right from the start!
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’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Wisemay
✨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 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 resolved escalated issues effectively.
✨Be Ready for Scenario Questions
Expect to be asked how you would handle certain customer service scenarios. Practice responses that demonstrate your problem-solving skills and ability to empathise with members while driving satisfaction.
✨Ask Insightful Questions
Prepare thoughtful questions about the team dynamics, current challenges in customer service, and how success is measured. This shows your genuine interest in the role and helps you assess if it’s the right fit for you.
