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Customer Operations Support Manager
2 months ago
We are seeking an experienced Customer Operations Support Manager to lead our team and drive exceptional customer service delivery. As a key member of our organization, you will be responsible for mentoring and guiding the team to achieve active member and customer engagement.
Key Responsibilities- Team Leadership: Lead and mentor the team to ensure active member and customer engagement, positioning our products effectively.
- Performance Management: 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.
- Task Allocation and Prioritization: Manage task allocation and prioritization across the Support Executives to ensure efficient service delivery.
- Supplier Relationship Management: Manage external supplier relationships to ensure communication and reconciliation processes meet Service Level Agreements.
- Process Improvement: Work with Finance to ensure robust processes and oversee Central Payment Schemes on our CRM, ensuring SLA compliance and accurate member records.
- Event Management: Manage the setup and administration of IET events.
- Membership Application Process: Monitor IET membership application processes and ensure audits are completed across the Engagement Teams.
- Team Collaboration: Support colleagues by sharing expertise and contributing to the IET's overall success.
- Stakeholder Collaboration: Collaborate with internal stakeholders to align customer experience initiatives with strategic goals and review challenges and opportunities.
- Team Excellence: Foster excellence within the team, encouraging knowledge sharing and innovation for ongoing improvement.
We are looking for a candidate with previous experience in a Customer Service or Customer Support management role, preferably within a professional membership body or similar organization. You should possess strong motivational skills, excellent written and verbal communication skills, and a passion for creating a positive, inclusive work environment.
The ideal candidate will have strong analytical abilities, experience in monitoring performance against targets, and proven organizational and time management skills. You should be an excellent team player who can work independently and take initiative when necessary. Proficiency in Microsoft Office applications and a willingness to learn and use relevant support systems are also essential.
