Customer Service Manager
2 weeks ago
Job Purpose:
The role is responsible for ensuring that all customer issues are resolved in a timely and professional manner, delivering high levels of customer satisfaction. This role leads, directs, and motivates a skilled Customer Support team, serving as the point of escalation for both customers and team members. The position identifies areas for improvement and contributes to the continuous improvement strategy led by the Customer Support Director. The role also requires collaborative work with colleagues across the business.
Key Accountability:
- Oversees the management of support cases and related problems within the functional area.
- Acts as the escalation point for all customer issues and internal escalations as required.
- Maintains a high level of customer satisfaction across the functional area.
- Produces regular reporting and management information (MI) on team performance and customer issues.
- Leads, develops, and motivates the team to consistently deliver excellent customer outcomes.
- Collaborates with the Customer Support Director to analyse data trends and themes, contributing to continuous improvement initiatives.
Skills / Qualifications / Experience:
- Minimum of 2 years' experience managing fast-paced operational teams
- Familiarity with ITIL v4 methodologies
- Strong understanding of enterprise product suites or similar business applications
- Excellent problem-solving skills, with the ability to develop and mentor these skills in others
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