We have an exciting position available for a highly reputable and growing company based in Brooksman Park. We are seeking an experienced Customer Support Manager to join this family-run SME on their journey of growth. You will possess confidence in verbal and written forms of communication and be able to communicate to people both internally and externally in a clear and professional manner. You will be responsible for overseeing the Customer Service and Technical department and provide leadership and line management to both teams. Key duties and responsibilities Review processes, procedures and documentation, updating when required Drive the continuous improvement of end-to-end aftersales practices Provide technical support for site engineers, pre-contracts, operations and End Users Deal with reactive client queries, diagnosing, actioning and scheduling. This will include CRM management. Prepare and issue monthly department profitability, task and forecast reports. Continually identify risks to delivery, propose solutions where necessary and effectively manage the department throughout Monitor, prioritise, delegate and action customer service mailboxes Create purchase orders, sales orders, picking lists, invoices and variations where necessary Approve and negotiate costs with key suppliers and subcontractors of aftersales Oversee and manage diary for aftersales and UFH Engineers to ensure they have the relevant information and competence for the task Maintaining the SLA, setting department and team member’s targets and goals in line with company goals/strategy and holding the team aligned and accountable to this. Requirements Previous experience working in a similar role and/or environment for a minimum of two years Strong technical knowledge of plumbing, heating and mechanical systems, preferably within the underfloor heating sector Ability to delegate and manage the work of others Detail-oriented with a mathematical and detailed mindset Excellent written and verbal communication skills Good numerical skills Full valid UK driving licence Strong organisational and time management skills Ability to work within deadlines and cope under pressure Background working within construction and a strong understanding of UFH and controls along with product development preferred Benefits £40-45k Negotiable depending on experience Hours:07:30am to 16:30pm Workplace Pension Vehicle Allowance Company Laptop