About Us:
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.
In this role, you will make a tangible difference—not only within our organisation but also to the end-users: the vulnerable individuals who rely on skilled, compassionate care.
The Role:
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. You’ll ensure that feedback is SMART, understood, and actioned. 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. You will be accountable for team outcomes and success.
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:
* Listen to calls to evaluate tone, pace, listening skills, information and outcomes.
* Achieve & maintain against all targets and SLA’s in place.
* Deliver one-on-one and team workshops to address identified development areas.
* Gather, analyse, and present data.
* Foster team culture and engage in mission-centric activities.
* 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.
* Work cross-functionally across the business to enhance the customer journey.
What We’re Looking For:
* A coach, manager & leader of teams.
* High standards and strong attention to detail.
* Ability to provide thorough, constructive feedback to team members.
* Proven experience in coaching and quality assurance.
* Skilled in identifying issues in tone, accuracy, compliance, and problem-solving during customer interactions (verbal and written).
* Ability to close gaps and maximise cross-sell and up-sell opportunities with existing clients.
* Aptitude for learning complex product portfolios across multiple brands.
* Analytical mindset; able to spot patterns, flag issues, and drive continuous improvement.
* Strong IT skills (Google Workspace, CRM systems; experience with Monday.com is a bonus).
Key Responsibilities:
* Create, manage & maintain a High Performing Team.
* Perform QA on customer contacts.
* Deliver feedback from QA sessions within SLA timelines.
* Define and demonstrate what "good" and "great" performance looks like.
* Celebrate achievements and address underperformance.
* Drive a culture of continuous improvement.
* 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.
* Knowledge of continuous improvement methodologies.
* Experience of up-selling & cross-selling.
What We Offer:
* Meaningful Work: Directly contribute to improving care standards for vulnerable individuals.
* Supportive Environment: Join a collaborative, mission-led team that values compassion, respect, and excellence.
* Central Location: Comfortable and accessible city-centre workspace.
* Generous Leave: 33 days of holiday.