Customer Support Leadership Specialist
3 weeks ago
We are a pioneering student property search and comparison portal, dedicated to providing innovative utility management services for students. Our cutting-edge technology connects students with their ideal properties, making us a leader in the student rental market.
The Role:As our Customer Support Manager, you will lead and inspire our customer support teams to deliver exceptional service and maintain our reputation for outstanding customer care. You will play a crucial role in nurturing our culture of excellence and propelling the business forward.
Key Responsibilities:- Team Leadership: Lead, mentor, and develop a team of customer support team leaders, fostering a positive and collaborative work environment.
- Customer Experience: Champion the customer-first mindset within the team, ensuring prompt, accurate, and courteous responses to enquiries, concerns, and issues across various channels.
- Strategic Planning: Collaborate with cross-functional teams to develop and implement customer support strategies aligned with company goals.
- Metrics and Reporting: Monitor key performance indicators (KPIs) such as response time, resolution time, customer satisfaction scores, and more.
- Escalation Management: Handle escalated customer issues, ensuring timely and appropriate resolution.
- A minimum of 5 years' experience in customer support, with at least 2 years in a leadership or managerial role.
- A proven record of achieving and exceeding customer satisfaction goals and KPIs.
- Excellent communication skills, both written and verbal.
- Strong analytical and problem-solving abilities.
We provide a comprehensive benefits package, including complimentary breakfast, hot & 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, 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 per annum.
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