Customer Operations Support Manager

2 days ago

Stevenage, Hertfordshire, United Kingdom The Institution of Engineering & Technology Full time
About the Role

We are seeking a highly skilled and experienced Customer Operations Support Manager to join our team at The Institution of Engineering & Technology.

Key Responsibilities
  • Lead and mentor a team of Support Executives to ensure active member and customer engagement and effective positioning of IET products.
  • Set and monitor key targets and performance metrics for member and customer retention and engagement, aligned with strategic KPIs, and review team performance on a regular basis.
  • Manage task allocation and prioritisation across the Support Executives, ensuring efficient use of resources.
  • Manage external supplier relationships to ensure communication and reconciliation processes meet Service Level Agreements.
  • Collaborate with Finance to ensure robust processes and accurate member records.
  • Oversee Central Payment Schemes on our CRM, ensuring SLA compliance and accurate member records.
  • Manage the setup and administration of IET events, ensuring seamless execution.
  • Monitor IET membership application processes and ensure audits are completed across the Engagement Teams.
  • Support colleagues by sharing expertise and contributing to the IET's overall success.
Requirements
  • Strong leadership and mentoring skills, with experience in leading high-performing teams.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with internal stakeholders and external suppliers.
  • Proven ability to set and achieve targets, with a focus on member and customer retention and engagement.
  • Experience in managing external supplier relationships and ensuring Service Level Agreements are met.
  • Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions.

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