At a Glance
- Tasks: Lead a dynamic customer service team and drive innovative support strategies across EMEA.
- Company: Join Wolters Kluwer, a global tech innovator making a real difference every day.
- Benefits: Hybrid work setup, competitive salary, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on continuous improvement and innovation.
- Why this job: Make an impact by enhancing customer experiences with cutting-edge technology.
- Qualifications: Experience in leading support teams 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 an hybrid setup with 2 days at the office per week.
- Main responsibilities
- 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.
#J-18808-Ljbffr
Manager, Customer Service, EMEA, Audit & Assurance employer: Wolters Kluwer
Wolters Kluwer is an exceptional employer, offering a dynamic work culture in the heart of Greater London that fosters innovation and collaboration. Employees benefit from comprehensive professional development opportunities, competitive compensation packages, and a commitment to work-life balance, making it an ideal environment for those looking to make a meaningful impact in revenue operations.
StudySmarter Expert Advice🤫
We think this is how you could land Manager, Customer Service, EMEA, Audit & Assurance
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Wolters Kluwer. 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 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
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:Your cover letter is your chance to shine! Tell us why you want to work at Wolters Kluwer 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!
How to prepare for a job interview at Wolters Kluwer
✨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.
