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Wise May are looking for a Customer Service Team Manager to lead a Customer Service Team for a Membership organisation. The role will involve overseeing the member support function, ensuring an excellent member experience and driving continuous improvement across customer service operations.
This is a full-time permanent position reporting into the Head of Member Experience. Hybrid working is 3 days in the Office, 2 days working from home.
Customer Support Manager Duties:
- Leading and developing a team of Customer Support Executives to deliver exceptional member service
- Responding to escalated member enquiries over phone, via email and other channels
- Providing clear and accurate support on standards, products and services
- Driving member satisfaction and retention, including handling potential leavers
- Following and managing the internal escalation process where queries require more complex technical support
- Acting as a voice of the member, championing their needs and priorities to the wider business
- Monitoring team performance and service standards to ensure high levels of customer satisfaction
- Supporting internal projects with member knowledge, outbound calling and inbound response handling when required
- Reviewing processes and implementing improvements to enhance efficiency and service delivery
- Preparing reports and analysing customer service trends, feedback and KPIs
- Coaching, mentoring and supporting team development through regular feedback and performance management
Customer Support Manager Skills:
- Proven experience managing or supervising a Customer Service team
- Strong leadership and people management skills
- A positive outlook and can-do attitude
- Excellent communication skills
- High levels of empathy
- Strong analytical abilities to troubleshoot and resolve customer issues effectively
- Experience managing escalations and improving customer service processes
- Ability to work collaboratively across teams and build strong stakeholder relationships
- Customer-focused mindset with a passion for delivering best-in-class service
Customer Support Manager Benefits:
- 25 days holiday (buy up to 5 days holiday)
- Up to 12% employer Pension contribution
- Access to GP clinic
- Life Insurance
- Eye care
- Up to 2 moving house days
- Private dental scheme
- Private healthcare
- Cycle to work scheme
- Season ticket loan
- Family travel insurance
- Gym membership