Customer Support Operations Manager

6 days ago

Sheffield, Sheffield, United Kingdom UniHomes Full time
About UniHomes

We are a leading student property search and comparison portal, providing a cutting-edge utility management service to make shared bills hassle-free for students. Operating in 41 university locations nationwide, we have helped thousands of students find their ideal properties.

As a progressive SME passionate about developing our technology and products to amplify the student rental market, we're expanding rapidly, making this an exciting time to join our team.

The Role: Customer Support Operations Manager

You will lead and inspire our customer support teams to deliver exceptional service and maintain our reputation for outstanding customer care. A strategic thinker with a commitment to customer experience, team leadership, and process optimisation, you will nurture our culture of excellence and propel the business forward.

Our customer support team has tripled in size over the last six months, comprising five team leaders, each managing a group of six to eight support team members. We prioritise the customer, committed to exceptional customer experience, and recent investment has accelerated growth plans.

Key Responsibilities:
  • Team Leadership: Foster a positive and collaborative work environment, leading, mentoring, and developing a team of customer support team leaders. Provide coaching, feedback, and regular performance evaluations to drive continuous improvement.
  • Customer Experience: Champion the customer-first mindset within the team, setting and upholding high standards for customer support. Ensure prompt, accurate, and courteous responses to enquiries, concerns, and issues across various channels.
  • Strategic Planning: Collaborate with the Head of Customer Support and cross-functional teams to develop and implement customer support strategies aligned with company goals. Identify opportunities for process enhancements and automation to improve efficiency and customer satisfaction.
  • Metrics and Reporting: Monitor key performance indicators (KPIs) such as response time, resolution time, customer satisfaction scores, and more. Analyse data to identify trends, areas for improvement, and success stories. Prepare regular reports for senior management.
  • Escalation Management: Handle escalated customer issues, ensuring timely and appropriate resolution. Collaborate with internal teams to address complex problems and drive solutions that exceed customer expectations.
  • Training and Development: Design and deliver comprehensive training programs for new and existing team members to ensure a deep understanding of products/services, support processes, and effective communication skills.
  • Customer Feedback: Proactively gather customer feedback, assess satisfaction levels, and implement action plans to address concerns and enhance the overall customer experience.
  • Continuous Improvement: Lead initiatives to enhance customer support processes, tools, and technologies. Stay updated on industry best practices and emerging trends to ensure the team remains at the forefront of customer support excellence.
Requirements:
  • Minimum of five years' experience in customer support, with at least two years in a leadership or managerial role.
  • Proven record of achieving and exceeding customer satisfaction goals and KPIs.
  • Excellent communication skills, both written and verbal.
  • Strong analytical and problem-solving abilities.
  • Proficiency in customer support software and tools.
  • Demonstrated ability to lead and motivate teams.
  • Strategic thinking and a passion for continuous improvement.
  • Exceptional interpersonal skills and the ability to collaborate effectively across departments.
What You'll Get:

Working with us, you'll enjoy a range of benefits, including a competitive salary of £35,000 - £45,000, complimentary breakfast, hot and cold drinks, snacks, holidays, length of service days, voluntary day, healthcare scheme, Employee Assistant Programme, sick pay, enhanced maternity & paternity pay, career progression, a commitment to personal and professional development, employee of the month award, refer a friend scheme, staff discounts, mental health and financial support, and company social events.

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