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Customer Support Team Manager
3 months ago
POST is partnered with a fast-growing International software business that is looking to grow their already, incredibly successful internal support team.
Our client is looking for a passionate Customer Support Team Manager for a 9 month FTC.You will be supporting Clients by managing the progress of their conveyancing search orders, as well as working closely with suppliers.
Your main tasks are liaising with clients and suppliers to monitor the progress and return of search results in line with advertised turnaround times, as well as investigating and resolving queries relating to searches ordered.
The role is essential to growth and success in the Commercial Conveyancing space and relies upon providing a tailored service to clients, maximising sales opportunities, and delivering excellent service.
The package - * Offering a basic salary of up to £35,000 per annum* 9 month FTC
* 25 days annual leave
- Monday to Friday 9am -5.30pm
- Additional benefits include private medical insurance, life insurance, company pension, flexible annual leave, referral scheme and company-wide events.
- Supervise and Lead the
Support Team:
Manage a team of customer support representatives, providing guidance, training, and performance evaluations.
- Recruitment and Training: Hire new support staff and provide ongoing training to ensure team members have up-to-date product knowledge and excellent customer service skills.
- Performance Monitoring: Set performance goals and metrics for the team, monitor their performance, and provide feedback and coaching as needed.
- Oversee Daily Operations: Ensure that the support team operates efficiently and meets service level agreements (SLAs) and other performance metrics.
- Implement Processes and Procedures: Develop and implement standard operating procedures (SOPs) to improve the efficiency and effectiveness of the customer support process.
- Handle Escalations: Manage and resolve complex or escalated customer issues that frontline representatives are unable to resolve.
- Proven experience within a dynamic customer focused role.
- Excellent communication skills with the ability to build strong relationships, influence outcomes, and gain respect as a trusted advisor.
- Proven track record in leading a team in Hybrid or remote working environments.
- Ability to use data to inform decisions.
- Demonstrated teamwork skills including the ability to work individually and as part of a team.
- Ability to prioritize and manage multiple tasks simultaneously.
- Ability to build relationships and credibility and have impact, working at all levels and manage different expectations.
- Proactive problem solver.
- High attention to detail.
- Ability to identify team/self-development areas.
- Dedicated and able to work to deadlines.
- Thrives and delivers under pressure.
- Supportive, coaching, mentoring approach.
- Able to work both as part of a team or under own initiative.
