Customer Service Manager Position

2 days ago


Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Austin Fraser Full time
About Austin Fraser
We are a global leader in delivering data-driven insights to the construction industry. As the industry faces evolving complexities and shifting priorities, we help it navigate change with cutting-edge technology and industry-leading insights.

The Role
We are looking for an experienced Customer Support Manager to lead the Client Support Team across the UK and Ireland. You'll play a crucial role in shaping our customer service strategy and ensuring our position as an industry leader in delivering exceptional client experiences.

Key Responsibilities
  1. Foster long-term client relationships through exceptional customer service.
  2. Design and implement effective onboarding processes for new clients.
  3. Develop and maintain service procedures, policies, and standards.
  4. Analyze service performance and provide actionable insights.
  5. Lead and develop high-performing customer service teams.
  6. Ensure operational efficiency while meeting service targets.

Essential Skills and Experience

  1. Proven experience in Customer Support/Service Management within SaaS or Business Information.
  2. Excellent leadership and change management skills.
  3. Strong technical knowledge of customer service tools and systems.
  4. Salesforce experience is highly desirable.
  5. Ability to travel frequently to offices in Newcastle, Bournemouth, and occasionally Ireland.

Benefits Package

  1. 25 days annual leave, plus bank holidays (with the option to buy or sell up to 5 days).
  2. An additional day off to celebrate your birthday.
  3. Competitive pension contributions.
  4. Life assurance and income protection.
  5. Volunteering opportunities to give back to the community.
  6. Access to an employee assistance program for support when needed.
  7. Cycle-to-work scheme for a greener commute.

Salary: £55,000 - £65,000 per annum, depending on experience.



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