Support Team Director
1 day ago
**Support Team Director Opportunity at Team Jobs - Commercial
We are seeking a seasoned Support Team Director to lead our Client Support Team across the UK and Ireland. As a key member of our leadership team, you will be responsible for shaping our customer service strategy and ensuring our position as an industry leader in delivering exceptional client experiences.
The estimated salary for this role is £65,000 - £75,000 per annum, depending on experience.
About the Role:
- Lead the Client Support Team to drive client retention through exceptional customer experiences.
- Develop proactive processes for client onboarding, training, and support.
- Take ownership of customer issues, resolving them promptly and professionally.
- Design and implement service procedures, policies, and standards.
- Ensure accurate records and document customer interactions.
- Analyse service performance and generate actionable reports.
- Recruit, mentor, and develop high-performing customer service agents.
- Stay updated on industry trends and implement best practices.
- Optimise resources to meet qualitative and quantitative targets.
Requirements:
- Proven track record as a Customer Support/Service Manager in SaaS or Business Information.
- Expertise in change management and strategic planning.
- Strong knowledge of management techniques and customer service tools.
- Awareness of emerging technologies and industry applications.
- Exceptional leadership, communication, and client-facing skills.
- Salesforce experience is highly desirable.
- Ability to travel to offices in Newcastle, Bournemouth, and occasionally Ireland.
Our Benefits Package:
- 25 days annual leave, plus bank holidays (with the option to buy or sell up to 5 days).
- An additional day off to celebrate your birthday.
- Competitive pension contributions.
- Life assurance and income protection.
- Volunteering opportunities to give back to the community.
- Access to an employee assistance program for support when needed.
- Cycle-to-work scheme for a greener commute.
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