Customer Support Manager

3 weeks ago


London, United Kingdom TALENT FORTE LIMITED Full time

**Customer Support Manager - Fully Remote / Home Based**
**22.5 hours per week (10am-2.30pm Monday to Friday)**
**FTE Salary band £28,000-£32,000**
The Customer Support Manager will be responsible for:

- Acknowledging enquiries from members, customers and stakeholders
- Responding to or re-diverting enquiries as appropriate
- Managing customer support systems and processes
- Creating and improving customer service communications, systems and processes to increase quality and efficiency
- Maintaining a positive, empathetic, and professional attitude toward customers
- Responding to a defined set of queries in relation to common membership queries, or re-directing the query to an appropriate staff member
- Maintaining a courteous and calm manner at all times to de-escalate demanding situations
- Ensuring customer satisfaction and professional customer service support, in accordance with defined internal operating procedures
- Working with colleagues to investigate and resolve customer issues in a timely manner
- Reviewing, managing and chasing outstanding responses to queries/calls
- Updating call logs with action taken
- Documenting personal information to create, update, or adjust membership records
- Communicating and coordinating with colleagues as necessary to ensure enquiries are managed across the organisation in appropriate timescales
- Attending bi-weekly membership meeting and monthly all staff meeting

**Requirements, skills and abilities**:

- Minimum of 3-5 years professional head-office or corporate customer service or service agent experience
- Excellent phone manner with the ability to build rapport quickly and deal with calls efficiently
- Competent in the use of Microsoft Office with a confident and independent approach to improving these skills and learning new systems
- Professional, courteous, patient and polite, even in challenging circumstances
- Strong interpersonal and communication skills (both verbal and written)
- Resilience, self-confidence and ability to make things happen
- Excellent problem solving and decision-making skills
- Ability to manage time effectively and prioritise workload to meet deadlines
- Positive outlook with a desire to help people
- Self-starter and motivated to deliver excellence



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