Customer Support Team Lead

4 weeks ago

Sheffield, Sheffield, United Kingdom UniHomes Full time

About UniHomes:

We are a leading student property search and comparison portal and shared utilities provider. Our cutting-edge utility management service takes the hassle out of shared bills for students. With operations in 41 university locations nationwide, we help thousands of students find their ideal properties.

A progressive SME passionate about developing our technology and products to amplify the student rental market, connecting students with their home from home. As we continue to evolve and innovate, we have huge ambitions for the future, making this an exciting time to be part of our team.

The Role:

As our Customer Support Manager, you will report into our Head of Customer Support and lead and inspire our customer support teams to deliver exceptional service and maintain our reputation for outstanding customer care. A strategic thinker with an unwavering commitment to customer experience, team leadership, and process optimisation, you will play a crucial role in nurturing our culture of excellence and propelling the business forward.

Our Customer Support team has tripled in size over the last 6 months and comprises 5 Team Leaders, each responsible for managing a group of 6-8 support team members. We place the customer squarely at the forefront with an unwavering commitment to exceptional customer experience. With recent investment into the business and ambitious growth plans, there has never been a more exciting time to join our business.

Key Responsibilities:

Team Leadership: Lead, mentor, and develop a team of customer support team leaders, fostering a positive and collaborative work environment. Provide coaching, feedback, and regular performance evaluations to drive continuous improvement.

Customer Experience: Champion the customer-first mindset within the team. Set and uphold high standards for customer support, ensuring 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:

We are looking for a highly motivated and experienced customer support professional with a minimum of 5 years' experience in customer support, with at least 2 years in a leadership or managerial role. You will have a proven record of achieving and exceeding customer satisfaction goals and KPIs. Excellent communication skills, both written and verbal, are essential, as well as strong analytical and problem-solving abilities. Proficiency in customer support software and tools is also required. You will be a strategic thinker with a passion for continuous improvement and exceptional interpersonal skills, able to collaborate effectively across departments.

What We Offer:

With people and culture at the heart of our organisation, we are continually enhancing our employee offer and culture. You will work in our stunning office at New Era Square in the centre of Sheffield, enjoying complimentary breakfast, hot and cold drinks, snacks, pool table, 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. Salary: £32,000 - £40,000

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