Customer Support Manager

Due to our continued growth and success, we are looking for a Customer Manager to join our team.

We are recruiting:

  1. Business Client Manager
  2. Consumer Client Manager

This is a unique opportunity to join an innovative and forward looking company.

General Role Description
The Manager will play a pivotal role within the business as you will be responsible for the overall performance of the contact centre functions and all inbound and outbound customer communications.

A proven track record of working in a customer service capacity is essential as is ensure regulatory compliance and the highest level of customer service is provided throughout the customer journey.

Key Responsibilities

  1. Building and managing the customer service function (including webchat and other traditional channels).
  2. Developing and managing the contact centre function, which will be outsourced. This will be reviewed regularly and the company may decide to develop its own in-house contact centre as the customer base increases.
  3. Setting a clear mission for customer service and deploying strategies to achieve objectives.
  4. Championing great customer service and managing customer expectations.
  5. Take ownership of customer issues and complaints and ensure resolution.
  6. Ensure compliance with relevant regulations.
  7. Set KPIs and set up reporting for internal compliance purposes.
  8. Continually monitor performance and provide training and guidance where needed.

Skills and Experience

  1. 5+ years in a senior customer service role.
  2. Understanding of the full range of customer service (registration, billing, resolving queries  and escalated complaints.
  3. Proven commercial skills and approach.
  4. A self-starter who will thrive in a new business environment.
  5. A willingness to learn and take on more responsibility as the business grows.
  6. Excellent written and verbal communication skills.
  7. Accuracy and attention to detail.
  8. Ability to work flexibly to meet demand and deadlines, including some evening and weekends as required.