At a Glance
- Tasks: Lead a dynamic customer service team across EMEA, driving innovation and excellence.
- Company: Join Wolters Kluwer, a global tech leader making a real difference every day.
- Benefits: Enjoy a hybrid work setup, competitive salary, and well-being programmes.
- Other info: Be part of a diverse, inclusive culture where your unique ideas are valued.
- Why this job: Make an impact in a role that champions customer experience and drives strategic initiatives.
- Qualifications: Proven leadership in technical support and strong IT infrastructure knowledge required.
The predicted salary is between 63000 - 77000 £ per year.
Join us at Wolters Kluwer and be part of a dynamic global technology company that makes a difference every day.
We’re innovators with impact.
We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that matter most.
We are currently looking for a Manager Customer Service EMEA, to join our team.
The chosen candidate will be responsible for a team of 8 customer service professionals across the EMEA region and will be based out in London working in a hybrid setup with 2 days at the office per week.
- Main responsibilities
- Leadership & Strategy: Define and execute the support strategy for EMEA, including partner oversight and alignment with global objectives.
- Lead and develop a high-performing technical support team through coaching, training, and engagement.
- Drive case deflection and real-time customer response initiatives using advanced digital technologies.
- Operational Excellence: Oversee front-line support operations, senior leads, and partner networks to ensure timely resolution of incidents and requests in line with SLAs.
- Monitor and report on key performance metrics, operational trends, and customer insights to the Global Support Director.
- Implement and maintain support policies, procedures, and tools to uphold service quality.
- Customer Experience & Escalation Management: Act as the primary escalation point for EMEA support issues, ensuring swift resolution and corrective actions.
- Champion a white-glove approach for gold-tier accounts, managing relationships and service reviews.
- Participate in client-facing events and conferences, representing the support function across EMEA.
- Collaboration & Continuous Improvement: Partner with regional leads in the US and APAC to share best practices and drive global service improvements.
- Support strategic initiatives and roadmap projects led by the Global Support Director.
- Enhance internal reporting, analytics, and productivity processes using tools like Power BI and Tableau.
Experience & Skills Essential
- Proven experience leading technical support teams and meeting SLA targets.
- Strong background in IT infrastructure: networks, security, databases, web servers, Windows OS.
- Demonstrated success in performance management and team development.
- Skilled in managing escalations and building relationships with blue-chip clients.
- Proficient in data analytics and reporting tools (e. g. Power BI, Tableau).
- Familiarity with AI technologies.
Desirable
- Knowledge of IT security and cloud applications.
- Fluency in an additional European language (German or French).
- Personal Attributes
- Strong leadership and decision-making capabilities.
- Excellent communication and presentation skills.
- Strategic thinker with a passion for innovation and continuous improvement.
- Highly motivated, customer-focused, and relationship-driven.
- Able to think creatively and zoom out to see the bigger picture.
Qualifications
- Bachelor’s degree preferred but not required.
- Strong, previous experience in management role overseeing mid-to-large support teams.
- ITIL or equivalent Customer Support/Service Management certification preferred.
- Our Interview Practices
To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts.
Our interview process is designed to assess your individual skills, experiences, and communication style.
We value authenticity and want to ensure we’re getting to know you—not a digital assistant.
To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process.
Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.
Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.
“If making a difference matters to you, then you matter to us.” Join us, at Wolters Kluwer, and be part of a dynamic global technology company that makes a difference every day.
We’re innovators with impact.
We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that matter most.
You’ll make a real difference in the lives of millions of people.
Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world.
We can thrive at Wolters Kluwer, where diversity is core to our collective strength and high performance.
Be your unique self, share your creative ideas, do your best work, and take time to grow in our caring and inclusive culture where you can belong.
Wolters Kluwer reported 2025 annual revenues of €6.1 billion.
The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs more than 21,000 people worldwide.
Our customers work in industries that impact the lives of millions of people every single day.
Our mission is to empower our professional customers with the AI-powered solutions they need to make critical decisions, achieve successful outcomes, and increase productivity.
We deliver trusted, AI-powered expert solutions that combine deep domain knowledge, proprietary content, and advanced technology to provide expert-validated insights, automate workflows, and drive better outcomes.
Today, nearly 70% of our digital revenues come from AI-powered solutions, reflecting our strategic focus on embedding AI into professional workflows and delivering measurable productivity gains.
We are committed to helping professionals navigate complexity, improve the way they work, and solve critical challenges through cloud-based, AI-powered platforms that integrate seamlessly into their workflows and ecosystems.
Our solutions are designed to deliver impact when it matters most, especially in high-stakes environments where accuracy and trust are essential.
With a nearly 190-year legacy, Wolters Kluwer continues to evolve its portfolio of digital solutions and services to meet the changing needs of professionals worldwide, enabling them to work faster, make smarter decisions, and deliver better outcomes.
For more information about our solutions and organization, visit or follow us on Linked In, Instagram and Facebook.
Wolters Kluwer has a dedicated team of experienced talent acquisition professionals who are ready to hear what makes you tick and share how Wolters Kluwer can help you achieve your goals and ambitions.
Here Rasi Fawaz shares some tips on what recruiters are looking for on a resume.
As a global organization, we recognize that solving a wide range of complex problems requires diverse perspectives and innovative thinking.
We know that bringing our best to our customers, communities, and other key stakeholders requires a highly engaged and talented workforce – one that represents the diversity of those we serve and the communities where we live and work.
We aim to provide a welcoming environment and equitable opportunities for all employees regardless of background, nationality, race, ethnicity, gender, gender identity, age, sexual orientation, marital status, disability, or religion.
This principle is ingrained in our company values and articulated in our Code of Business Ethics.
At Wolters Kluwer, you’ll feel valued for your contributions, and you’ll know that your health, safety, and well-being are important to us.
Our well-being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous.
Our global Together we thrive well-being program reflects our commitment to supporting colleagues across physical, mental, social, and financial well-being.
We are also committed to complying with laws requiring equal opportunity in hiring, promotion, and other employment decisions.
All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, gender identity, transgender status, and sexual orientation), national origin, disability, age, genetic information, veteran status, or any other characteristic protected by applicable law, and we do not tolerate discrimination on any of these bases.
GDPR Wolters Kluwer (“we” or “us”) wants to inform you about the ways we process your personal information.
In this Privacy & Cookie Notice we explain what personal information we collect, use and disclose.
You'll find details related to GDPR and other data privacy policies on our Careers Privacy and Cookies page.
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Manager, Customer Service, EMEA, Audit & Assurance in London employer: Wolters Kluwer N.V.
As a Sales Strategy Manager at our company, you will thrive in a dynamic work culture that prioritises innovation and collaboration. We offer competitive benefits, including professional development opportunities and a commitment to employee growth, ensuring you can advance your career while making a meaningful impact on our revenue operations. Located in a vibrant area, our workplace fosters creativity and teamwork, making it an excellent environment for those looking to excel in their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Manager, Customer Service, EMEA, Audit & Assurance in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Wolters Kluwer N.V.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Wolters Kluwer N.V. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Manager, Customer Service, EMEA, Audit & Assurance in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Wolters Kluwer N.V.:Your cover letter is your chance to shine! Tell us why you want to work at Wolters Kluwer N.V. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Wolters Kluwer N.V.!
How to prepare for a job interview at Wolters Kluwer N.V.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
