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Customer Support Team Manager

  • Location: South East
  • Sector: Secretarial
  • Salary: £38000 - £40000 per annum
  • Job type: Permanent
  • Date posted: 12/01/2018
  • Job reference: MM - 4637

My client who is an international virtual contact solutions organisation based in the City is looking for an experienced Customer Services Manager to provide leadership to a growing team of Customer Support agents. The Aylesbury Customer Support Team is responsible for supporting customers with their first line queries, change requests and additional orders. The role holder needs to be passionate about delivering first class customer service; with the aim for the team to be equipped to get things right the first time and within their agreed service level.

Responsibilities

Looking after a current team of 12 people you will:

  • Lead, develop and motivate a growing Customer Support team in delivering excellent service to a growing customer base.
  • Ensure that customer queries, moves, additions, orders and changes are managed actively within their agreed service levels with maximum customer satisfaction.
  • Recruit new team members.

Detailed Duties

  • Manage the resources within the Customer Support team to optimise high levels of service to their customers through appropriate structure, skills and resource levels.
  • Develop team members through mentoring and training to deliver high levels of service in line with individual and team responsibilities.
  • Work with the Customer Support Team Lead on quality monitoring scorecard feedback ensuring the individual's performance is actively managed.
  • Ensure that the monthly customer satisfaction surveys scores are reviewed, the feedback is understood by all involved and that best in class processes are developed, communicated and implemented successfully; ensuring that the UKs NPS scores improves
  • Work closely with the Account Management, Sales and Project Management and Sales functions to ensure existing and new customer provisioning is effectively implemented.
  • Ensure that the CRM tool is fully utilised in line with business requirements.
  • Manage level 2 customer escalations which fall outside the standard support processes in a proactive and professional manner.

Personal Specification

  • Proven experience in a customer services management role.
  • Working knowledge of telecoms, preferably in service provision or hosted services.
  • Sound understanding of best practice in customer service.
  • Inspires confidence in customers.
  • A great communicator internally and externally.

Who we work with

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