Job Description
About Us
At Click, we’re dedicated to helping homeowners, estate agents and developers make an impact through quality marketing materials and reliable service. Our Customer Success Team plays a key role in making sure every client receives exceptional support and care. We’re looking for a Customer Success Team Manager to lead this team, ensuring our standards are met and our clients feel valued at every step.
Job Summary
The Customer Success Team Manager manages a team of client success and quality assurance coordinators, ensuring the service level agreement with each client is met. They organise the team’s workload, set up individual objectives, manage performance, and develop the team’s expertise. They review Click standards and improve them to always remain ahead of the competition.
Key Responsibilities will include:
* Organising and prioritising the team’s workload to ensure timely delivery, high accuracy of bookings, and cost-effective operations aligned with productivity targets.
* Setting clear team and individual targets, managing performance through regular reviews, and identifying improvement areas to maintain quality service standards.
* Providing training, mentorship, and development opportunities to enhance the team’s skills, supporting effective client and contractor interactions and fostering a positive work culture.
* Motivating the team through strong leadership, incentives, and development plans that drive engagement and high performance.
* Preparing reports for senior leadership on team productivity, client satisfaction, and quality control, highlighting key achievements and areas for improvement.
* Optimising material collection and quality control processes, ensuring efficient tracking of revisits and adherence to service level agreements.
* Liaising with clients and collaborating closely with the Head of Operations and other departments to support effective communication, task coordination, and prompt issue resolution.
Knowledge, Skills and Experience:
* Capability of managing a team and demonstrating strong leadership to inspire and motivate team members to meet targets and exceed client expectations.
* Strong knowledge of the property sector and the photography industry to ensure effective responses to client needs and industry standards.
* Leadership skills with the ability to mentor, develop, and support team members, promoting a productive and growth focused team culture.
* Demonstrates a high level of planning and organisation, enabling effective management of resources and workload allocation.
* Strong communication skills, both written and verbal, to ensure efficient client interactions, clear guidance for team members, and smooth interdepartmental coordination.
* Proactive approach with the ability to problem solve effectively, especially under pressure, to ensure high standards of service and a quick resolution.
* Strong attention to detail, maintaining high accuracy in booking records, complaint resolution, and quality checks.
* Ability to assess situations and define appropriate solutions, even under pressure, ensuring timely responses.
Attitude
* Structured approach to team management and task allocation, supporting a productive remote team environment.
* Motivational, inspiring and encouraging team members to achieve their goals and recognising individual contributions to team success.
* Supportive, providing constructive feedback and mentoring to enable continuous team development and positive growth.
* Problem solver with a proactive mindset, assessing situations quickly and defining solutions to keep operations smooth and effective.
* Excellent interpersonal skills, building strong relationships with team members, clients, and other departments.
Benefits:
* Company Events
* Remote Working Allowance
* Hybrid Working
Salary Range: 30 - 35k