Customer Support Manager 

Permanent

£27,000 -£31,000

Office Based 

Grove Business Park 

My client is a global software business who due to phenomenal growth is now recruiting within a proven Team Leader for their customer service team.  

The Role

To lead, coordinate and delegate the day-to-day responsibilities of the customer service team ensuring the highest level of service for all customers. 

Duties:

? Manage team performance in line with KPI’s.

? Ensure there is sufficient cover on all Channels (Chat, Email, Phone) during operating hours

? Monitoring, mentoring, and coaching the support team.

? Act as a final escalation point for escalated queries, take ownership, and provide solutions.

? Accountable for data integrity in the ticketing system.

? Daily System reporting to track KPI’s.

The Candidate

? Proven track record in a similar leadership role.

? General IT knowledge sufficient to be able to identify the difference between system and application issues.

? Strong verbal and written communication skills.

? Ability to motivate others, strong leadership skills.

? Ability to make decisions and convince others to follow your chosen route.

? Ability to understand technical problems and explain them using non-technical language.

? Customer service skills and experience particularly complaint resolution.

? Excellent telephone manner.

? Ability to work under pressure and in a busy environment.

? Strong organisational skills with the ability to prioritise own workload and others.

Benefits includes:

- Private Healthcare

- 25 Days Annual Leave (Plus UK Bank Holidays)

- 1 Day Birthday Leave - take your birthday off!

- Option to work on Bank Holidays and take Annual Leave in lieu

- Access to our Online Training Courses

Benefits:

• Additional leave
• Casual dress
• Private medical insurance
• Wellness programme