The Dream Career:

Customer Support Manager

The Location:

Sheffield City Centre

Hybrid working available with 2 days working from the office

The Benefits:

25 days + stat

Healthcare

Pension

The Hours:

Full time

The Salary:

£35,000 to £50,000 DOE

The Job Role:

Our client are a well respected and successful technology business. Due to continued growth within the organisation, our client requires an experienced Customer Support Manager to join the organisation. Our client is growing rapidly so this is a truly exciting time to be joining the business.

Reporting into the Customer Support Director, the successful candidate will manage a team of five Account Managers who are located across the country. The Account Managers manage the ongoing accounts for the organisation – they provide a consultative service to their customers to ensure attrition is reduced and revenue maximised. The Customer Support Manager will be responsible for the day to day management of the Customer Support Team. We are looking to speak to experienced people managers as well as experienced customer service professionals to fulfil this role.

This role will be fast paced and varied and will include the following duties;

Management

Day to day management of a team of 5 Account Managers
121, monthly and annual reviews
Completing PDP and performance plans
Coaching and development of the team
Measuring performance against KPIs
Working through challenges with the team
Leading team meetings
Recruitment (with the support of HR and Recruitment teams)

Customer Service

Managing any escalated customer issues/complaints
Measuring performance data of each account
Account Management of high value accounts when required

Other responsibilities

Reporting into the Customer Support Director
Assisting with change management projects on behalf of the department/organisation
Reviewing processes and changing as appropriate
Other managerial duties as required

We are looking to speak to candidates that have experience working within a senior level Customer Support role and have strong people management experience.

We are interested in speaking to candidates that have the following skills/experience;

Account Management experience
High level customer support experience
Managerial experience – confidence leading and developing a team
Strong communication skills – both verbal and written
Excellent coaching skills
Confidence in change management
Strong analytical skills
Excellent problem solving skills
Positive ‘can do’ attitude
Confidence using IT – including the full suite of MS Office
Applicants that have experience working within an international company will be at an advantage but this is not an essential requirement

For further information about this opportunity, please contact rebecca@benchmarkrecruit.co.uk / 07714771600.