Wise May are looking for a Customer Service Team Manager to lead a Customer Support Team for a Membership organisation. The role will involve overseeing the member support function, ensuring an excellent member experience and driving continuous improvement across customer service operations. The role will be 80% team management and 20% customer service focused.
This is a full-time permanent position reporting into the Head of Member Experience. Hybrid working is 3 days in the Office, 2 days working from home.
Customer Service Team Manager Duties:
* Leading and developing a team of Customer Support Executives to deliver exceptional member service
* Responding to escalated member enquiries over phone, via email and other channels
* Providing clear and accurate support on standards, products and services
* Driving member satisfaction and retention, including handling potential leavers
* Following and managing the internal escalation process where queries require more complex technical support
* Acting as a voice of the member, championing their needs and priorities to the wider business
* Monitoring team performance and service standards to ensure high levels of customer satisfaction
* Supporting internal projects with member knowledge, outbound calling and inbound response handling when required
* Reviewing processes and implementing improvements to enhance efficiency and service delivery
* Preparing reports and analysing customer service trends, feedback and KPIs
* Coaching, mentoring and supporting team development through regular feedback and performance management
Customer Service Team Manager Skills:
* Proven experience managing or supervising a Customer Service or Customer Support team
* Strong leadership and people management skills
* A positive outlook and can-do attitude
* Excellent communication skills
* High levels of empathy
* Strong analytical abilities to troubleshoot and resolve customer issues effectively
* Experience managing escalations and improving customer service processes
* Ability to work collaboratively across teams and build strong stakeholder relationships
* Customer-focused mindset with a passion for delivering best-in-class service
Customer Service Team Manager Benefits:
* 25 days holiday (buy up to 5 days holiday)
* Up to 12% employer Pension contribution
* Access to GP clinic
* Life Insurance
* Eye care
* Up to 2 moving house days
* Private dental scheme
* Private healthcare
* Cycle to work scheme
* Season ticket loan
* Family travel insurance
* Gym membership