Customer Support Manager

Wessex Internet is an award-winning and fast-growing broadband provider, transforming rural connectivity across the South West. As we continue to scale our operations and enhance the service we deliver to customers, we're looking for an experienced, empathetic, and strategically minded
Customer Support Manager
to lead our frontline team.

In this role, you'll shape the heart of our customer experience—ensuring every customer receives the support, reassurance, and high-quality service they deserve. You'll combine hands-on leadership with forward-thinking operational planning, helping us build a support function that grows with us while staying true to our values.

As our Customer Support Manager, you'll be a visible leader on the call floor: coaching, supporting, and empowering your team, while also getting involved in calls yourself to stay close to the customer experience. At the same time, you'll be instrumental in improving processes, strengthening systems, and maintaining compliance as we scale into new areas.

If you're passionate about service excellence, team development, and creating customer experiences that truly make a difference, we'd love to hear from you.

What's in it for you?

• A competitive salary of up to £[insert amount], dependent on experience
• 25 days holiday + bank holidays, with the option to buy/sell up to 5 days
• Private medical insurance, life assurance & income protection
• Cycle to Work & Tech purchase schemes
• Enhanced family leave policies
• Staff broadband discount (75%)
• High street discounts across 100+ brands
• Summer & Christmas team socials
• Career development opportunities - whether you want to step into senior leadership or specialise in operational excellence, we'll support your growth in our fast-moving business.

What you'll be doing:

• Lead, coach, and support our Customer Support Team Leads and wider frontline team.
• Maintain a strong presence on the call floor, including regular call listening and taking calls when needed.
• Set clear performance standards and use QA tools to drive continuous improvement.
• Own and enhance the team's use of Salesforce Service Cloud, shaping processes, workflows, and reporting.
• Oversee our IVR and telephony platform, helping design upgrades that improve customer experience and efficiency.
• Handle escalated complaints with professionalism, empathy, and sound judgement.
• Ensure processes, training, and support pathways meet the needs of vulnerable customers.
• Review current operations and define future improvements across systems, workflows and team structure.
• Maintain compliance with Ofcom, ADR, and other relevant regulatory frameworks.
• Partner with other departments to address root causes and prevent repeat issues.
• Foster a positive, accountable, and customer-first team culture.

What we're looking for:

• Significant leadership experience in a call centre environment, ideally within telecoms, energy, or another regulated sector.
• Strong background in quality assurance, complaints resolution, and customer experience improvement.
• A solid understanding of vulnerable customer needs and how to design support around them.
• Experience navigating Ofcom regulations and/or ombudsman processes.
• A warm, patient coaching style that empowers people to grow
• Comfortable managing performance, developing people, and maintaining high standards.
• Confident using CRM systems, with bonus points for Salesforce Service Cloud experience.
• Exposure to fast-growing scale-up environments is a plus.
• Understanding of network fault diagnosis or technical triage is beneficial.

Ready to lead a team that's shaping the future of rural connectivity?
Apply now and join Wessex Internet - where we're not just supporting customers, we're building exceptional experiences for the communities we serve.