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 motivated and experienced Customer Operations Support Manager to join our team at The Institution of Engineering & Technology. As a key member of our customer service team, you will be responsible for leading and mentoring a team of Support Executives to ensure exceptional service delivery and active member and customer engagement.

Key Responsibilities
  • Lead and mentor the team to achieve key targets and performance metrics for member and customer retention and engagement.
  • Set and monitor key performance indicators (KPIs) aligned with strategic objectives and review team performance on a regular basis.
  • Manage task allocation and prioritisation across the Support Executives to ensure efficient service delivery.
  • Manage external supplier relationships to ensure communication and reconciliation processes meet Service Level Agreements.
  • Work closely with Finance to ensure robust processes and compliance.
  • Oversee Central Payment Schemes on our CRM, ensuring SLA compliance and accurate member records.
  • Manage the setup and administration of IET events to enhance member engagement.
  • 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.
  • Collaborate with internal stakeholders to align customer experience initiatives with strategic goals and review challenges and opportunities.
Requirements
  • Previous experience in a Customer Service or Customer Support management role is essential; experience within a professional membership body or similar organisation is highly desirable.
  • Strong motivational skills and the ability to delegate tasks effectively.
  • Excellent written and verbal communication skills, ensuring clear, concise interactions with colleagues and stakeholders.
  • A passion for creating a positive, inclusive work environment, encouraging collaboration, and supporting a cohesive team atmosphere.
  • Strong analytical abilities, with experience in monitoring performance against targets.
  • An excellent team player who can work independently and take initiative when necessary.
  • Proven organisational and time management skills, with the ability to prioritise tasks and meet deadlines.
  • A flexible and open approach to learning and adapting to new tasks and responsibilities, staying up to date with industry developments.
  • Proficient in Microsoft Office applications, with a willingness to learn and use relevant support systems, including CRMs and databases.

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