Customer Support Manager

3 weeks ago

Wokingham, United Kingdom CT Recruitment Services Ltd Full time

Customer Support Manager - Accountancy - Wokingham

Clarity are searching for an exceptional individual who can lead a team to create positive brand experiences for our new and existing customers within the Accountancy field. Someone who will continually strive to improve their customers’ experience, ensuringquality of responses while creating an exceptional right first-time mentality within our customer support team.

The customer support team you will be leading are a team of qualified and experienced Accountants and professionals, providing support to end users of the specialist software.

You will hold an Accountancy qualification - AAT4, CIMA, ACCA, ACA or have a Degree in Accounting and Finance and have experience of leading a team of customer support professionals.

You will be able to demonstrate that you can:

- Manage the day-to-day activity within the Support team meeting standards and SLA’s
- Lead the team through setting objectives and effective KPI’s
- Develop the supervisors to manage day to day customer and staffing issues
- Develop and coach the team to high performance and consistently meeting standards of our customer support
- Be the guardian of the Customer Knowledge base
- Create a learning team environment which encourages self-learning for all team members
- Set team standards by internal SLA’s and quality right first-time responses
- Monitor team performance against department KPI’s and company values
- Deliver team and individual performance evaluations identifying best practice and opportunities for improvement
- Devise and report on the success of the team
- Respond and manage escalated customer support issues
- Formulate and revise customer support processes to enhance customer experience and create efficiencies
- Identify training needs within your team
- Ensure legislative updates are communicated effectively to the team and changes are implemented when necessary
- Interview and supervise the on-boarding of all new staff members

This is a rare opportunity to join at this management level, within this forward thinking, positive and growing business.

The role is Mon - Fri 0900-530 with hybrid working part of the week.

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