Head of Support Services

4 weeks ago


Cheadle Hulme, Stockport, United Kingdom Wienerberger Full time

About Us:

Wienerberger is a leading international provider of building materials and infrastructure solutions, dedicated to improving the quality of life and shaping the future of construction.

The Opportunity:

We are seeking an experienced Senior Customer Support Manager to lead our support team in Cheadle, Cheshire. As a critical member of our operations team, you will be responsible for overseeing the day-to-day operations, optimising processes, and implementing strategies that improve service quality, efficiency, and customer satisfaction.

Your Key Responsibilities:

  • Collaborate with the Customer Experience Manager to design and roll out the CX roadmap strategy
  • Utilise customer feedback, data, and insights to identify opportunities for improving customer satisfaction and loyalty
  • Drive initiatives that reduce response times, improve service consistency, and enhance customer experience
  • Support key projects to enhance back-office processes and increase efficiency across all customer touchpoints
  • Engage with key customers to strengthen relationships
  • Implement and oversee quality control measures to ensure compliance with company standards and policies
  • Support new technology enhancements to improve automation and reduce manual tasks
  • Lead, mentor, and inspire a team of customer support advisors, promoting a culture of accountability, continuous learning, and professional growth
  • Develop training programs and career development plans to enhance team skills and ensure alignment with evolving customer needs and company objectives
  • Act as an escalation point for complex customer issues, providing guidance and support to the team in resolving challenging cases effectively

What We Offer:

  • Annual bonus up to 6%
  • Professional growth, training, and opportunities to hone your skills and knowledge
  • Ability to purchase additional holidays
  • Company Pension
  • SIP – ability to become a shareholder via our Share Scheme
  • Life Assurance
  • Flexible benefits offering (including health, wellbeing and money saving opportunities)

Estimated Salary: £50,000 - £60,000 per annum (dependent on experience)


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