The Business You will join a global manufacturing business with a long-established presence in a specialist product area of manufacturing and are without question the market-leader. The Role The Customer Support Manager is responsible for leading a team of 13 customer support agents, ensuring high-quality service delivery while fostering a culture of continuous learning, coaching, and professional development. The role balances operational oversight with strong people leadership to support both individual growth and team performance. Key Responsibilities Team Leadership Drive, empower, and energize a high-performing team of customer service / technical professionals to consistently exceed customer expectations. Pinpoint skills gaps and growth opportunities, crafting tailored development plans to unlock each team members full potential. Deliver impactful coaching, regular performance reviews, and purposeful one-to-one meetings to fuel continuous growth and engagement. Champion a collaborative, accountable, and curiosity-driven team culture where learning and innovation thrive. Driving Operational Excellence Take charge of day-to-day technical operations, ensuring seamless service delivery aligned with SLAs and top-tier quality standards. Serve as the go-to escalation point for complex customer challenges, offering expert support and clear direction. Track and analyse performance metrics to generate meaningful insights and drive data-informed decision-making for senior leadership. Partner cross-functionally with other teams to streamline operations, boost knowledge sharing, and maximize efficiency. Continuous Improvement Identify opportunities to enhance team workflows, processes, and customer support tools. Implement best practices and share lessons learned across the team and wider organisation. Support management in strategic initiatives related to customer experience and technical excellence. Skills & Experience Required Proven track record in customer service and / or technical support at manager level, consistently delivering high-quality, customer-centric solutions. Exceptional communicator, able to translate complex technical concepts into clear, user-friendly language for non-technical audiences. Analytical and detail-oriented, with strong troubleshooting skills and a methodical approach to problem-solving. Quick to learn and highly adaptable, thriving in fast-paced environments and rapidly mastering new systems, tools, and technologies. Skilled in CRM platforms and support tools, ensuring accurate, efficient documentation and case management. Calm and empathetic under pressure, maintaining professionalism and composure when dealing with challenging customer interactions. Strong team player with the ability to work independently and collaboratively to meet shared goals and resolve issues effectively. Benefits Attractive salary and comprehensive benefits package including 1 day home working. In-depth training and continuous opportunities for professional growth. A positive, collaborative, and supportive team culture.