Customer Support Manager (941733) Newcastle upon Tyne, England
Salary: GBP40000 - GBP45000 per annum
TeamJobs are looking for a Customer Support Manager! The ideal candidate will be happy travelling to either the Bournemouth or Newcastle office on an occasional basis.
About Our Client
They are a global leader in delivering data-driven insights to the construction industry. As the construction industry faces evolving complexities and shifting priorities, they are here to help it navigate change with cutting-edge technology and industry-leading insights.
Their mission? To empower businesses to sell more effectively, operate more efficiently, and build sustainably, creating a better world for everyone.
The Role
Our client is looking for an experienced Customer Support Manager to lead the Client Support Team across the UK and Ireland. You’ll play a pivotal role in shaping their customer service strategy and ensuring their position as an industry leader in delivering exceptional client experiences.
Responsibilities
* Drive client retention through exceptional customer experiences.
* Develop proactive processes for client onboarding, training, and support.
* Take ownership of customer issues, seeing problems through to resolution.
* Create and harmonise service procedures, policies, and standards.
* Maintain accurate records and document customer interactions.
* Analyse service performance and generate actionable reports.
* Recruit, mentor, and develop high-performing customer service agents.
* Stay updated on industry trends and implement best practices.
* Optimise resources to meet qualitative and quantitative targets.
* Oversee budget adherence while achieving service goals.
Skills and Experience
* Proven track record as a Customer Support/Service Manager in SaaS or Business Information.
* Expertise in change management and strategic planning.
* Strong knowledge of management techniques and customer service tools.
* Awareness of emerging technologies and industry applications.
* Exceptional leadership, communication, and client-facing skills.
* Salesforce experience is highly desirable.
* Willingness to travel to offices in Newcastle, Bournemouth, and occasionally Ireland.
Benefits
* 25 days annual leave, plus bank holidays (with the option to buy or sell up to 5 days).
* An additional day off to celebrate your birthday.
* Life assurance and income protection.
* Volunteering opportunities to give back to the community.
* Access to an employee assistance program for support when you need it.
* Cycle-to-work scheme for a greener commute.
Apply now!
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