We are recruiting for a Customer Support Manager to lead and oversee a customer support team for a prestigious, fast-paced client based in Elland, HX5.
This is a permanent role, and an excellent opportunity to gain permanent employment with a well established, growing company who operate nationally throughout the UK, supporting a wide range of clients within the retail, education, industrial and commercial sectors.
Duties will include, but are not limited to:
* Lead, mentor, and develop a high-performing team of customer support coordinators, fostering a culture of excellence and accountability.
* Oversee the end-to-end management of customer interactions, from initial contact and service request logging to resolution and follow-up.
* Implement and refine customer service processes and procedures to enhance efficiency, quality, and consistency.
* Act as the primary point of escalation for complex customer queries or complaints, ensuring swift and satisfactory resolutions.
* Collaborate closely with operations, field service, and technical teams to ensure seamless service delivery and effective communication with clients.
* Work with the contract management team to improve engineer productivity, manage resource planning and utilisation, and minimise engineer downtime.
* Monitor and analyse customer service metrics (e.g., response times, resolution rates, satisfaction scores) to identify trends and areas for improvement.
* Manage and optimise the use of the company's ERP system to maintain accurate customer records and service histories.
* Conduct regular team reviews and 1:1s to support individual and professional development.
* Develop and deliver training programs for the customer support team on plant & equipment knowledge, service protocols, and conflict resolution.
* Contribute to strategic initiatives aimed at improving overall customer experience, retention and loyalty.
Required Qualifications & Experience:
* Proven experience in a customer service or service management leadership role.
* Experience within the building maintenance, facilities management, or a related service sector would be advantageous.
* A relevant degree or professional qualification in Business Administration, Customer Service Management, or a related field would be beneficial, but not essential.
* Exceptional leadership and team management skills with a track record of motivating and developing staff.
* Outstanding communication (written and verbal), interpersonal, and negotiation skills.
* Strong problem-solving abilities and a calm, professional approach to high-pressure situations.
* Proficiency with Microsoft Office Suite.
* Experience with maintenance scheduling software and/or integrated service management platforms such as CAFM or ERP systems would be advantageous, but not essential.
Hours:
* Monday – Friday
* 40 hours per week
* 08.00 am to 17.00 pm
Salary and Benefits:
* Starting salary of £42,500 - £45,000 p/a (depending on experience)
* Annual performance-based bonus (>10% salary)
* 25 days holiday per annum, plus bank holidays
* Company pension, sick pay and life assurance
* Health & wellbeing program, training & development, cycle to work scheme & employee discount scheme
* Free parking
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