We are a passionate, purpose-driven business specialising in upskilling and developing professionals who work directly with vulnerable children and adults in the looked-after and care sectors. Our mission is to empower care professionals with the skills, confidence, and knowledge needed to provide the highest quality of care—ultimately transforming the lives of those they support.
We’re looking for a coach, manager and leader for the heart of our business —someone who drives values, behaviours, and business performance. You understand that excellence comes not from giving orders but from guiding, supporting, and developing others on their journey.
We're seeking an experienced Customer Support Manager who isn't afraid to roll up their sleeves and help us deliver the best possible experience as we grow.
Our Support team is integral to what we do, we interact with our customers through various channels (Calls, WhatsApp's, Emails, CRM Tickets etc) and our response times are vital to ensuring end users receive our services.
Coaching and development will form a significant part of your day. We believe that immediate, constructive feedback helps us continuously improve our service.
You’ll also be responsible for delivering performance reports for your team and ensuring visibility across key metrics to guide daily activities. Though the responsibilities may be familiar, our organisation and services will be new to you — so learning quickly and building credibility through active engagement with both your team and our customers is essential.
As our Customer Support Manager, You Will:
Gather, analyse, and present data.
Implement improvement plans based on compliance, quality, performance and assurance outcomes.
Collaborate with the wider operations team and contribute to the General Manager’s growth and execution strategies.
Proven experience in coaching and quality assurance.
Aptitude for learning complex product portfolios across multiple brands.
Strong IT skills (Google Workspace, CRM systems; com is a bonus).
Define and demonstrate what "good" and "great" performance looks like.
Turn data into meaningful, actionable insights.
Provide daily, weekly, and monthly performance reporting.
Develop a deep understanding of our business, products, and your team’s performance.
About You – Qualifications and Qualities:
~5+ years of Customer Support/Service management experience in a multi-channel contact centre environment.
~ Strong understanding of coaching and quality assurance frameworks.
~ Proven track record of improving team performance.
~ Central Location: Comfortable and accessible city-centre workspace.
Generous Leave: 33 days of holiday.