Renaissance is a global leader in education technology. We help schools and school groups in the UK and around the world with educational assessments, practice and intervention solutions, and data analytics. Renaissance now incorporates GL Assessment (known internationally as GL Education), too – a leading provider of educational assessments.
Together, our assessments offer the ideal starting point to help teachers understand their students’ strengths and pinpoint areas of need. Our teaching and learning tools then provide effective next steps, with online literacy and maths solutions that meet students exactly where they are.
Worldwide, we support over 18 million students, operating in over 100 countries.
About this role:
We are seeking a dynamic and experienced Tier 1 Customer Support Manager to join our team. This individual will play a key role in managing the daily operations of the customer support team, driving performance, and implementing improvements. The ideal candidate will bring a fresh perspective, challenge existing processes, and lead the team to achieve key performance indicators (KPIs) and service level agreements (SLAs) while ensuring exceptional customer satisfaction (CSAT).
Customer Support Manager, Job Responsibilities:
Primary responsibilities include but are not limited to:
1. Team & Quality Management: Lead, coach, and motivate the customer support team, ensuring they are well-equipped to handle queries and deliver excellent service. Regularly monitor and assess the quality of interactions, implementing processes for continuous improvement.
2. 1-2-1s & Performance Improvement: Conduct regular 1-2-1 meetings to provide feedback, address performance issues, and identify development opportunities. Drive changes to improve efficiency, customer satisfaction, and response times.
3. Reporting & Analysis: Prepare and present performance reports, including KPIs, SLAs, and CSAT scores, to the Senior Customer Support Manager. Use data-driven approaches to track performance and identify growth areas.
4. Customer Excellence & Process Improvement: Foster a culture of customer excellence, implementing strategies to improve CSAT and ensure positive interactions. Evaluate and enhance current processes and workflows for better performance.
5. Ticketing System Management & Collaboration: Oversee the ticketing system to ensure efficient issue resolution and timely escalations. Collaborate with the Customer Solutions Manager and other departments to align on key initiatives and share best practices.
6. Stakeholder Reporting: Keep senior management informed of progress, challenges, and action plans through regular reporting.
7. Process Guidelines & Documentation: Manage and maintain process guidelines and documentation to ensure clarity and consistency in operations. Ensure all team members are aware of and adhere to these guidelines.
8. GDPR Compliance: Ensure that all customer support activities comply with GDPR regulations. Handle data in accordance with Renaissance’s data privacy and security policies, reporting any concerns to the Senior Customer Support Manager and Privacy Officer.
Skills and experience required:
To be considered for the role of Tier 1 Customer Support Manager, we are looking for someone who has experience working in a fast-paced or tech-driven customer support environment and has familiarity with popular CRM and customer service platforms (e.g., Freshdesk, Salesforce).
You will also have or be:
* Proven experience as a Customer Support Manager or in a similar role, with a track record of driving performance improvements and successfully managing a team.
* Strong leadership and motivational skills, with the ability to inspire a team and cultivate a positive working environment.
* Experience in quality management, including monitoring and evaluating team performance, and delivering constructive feedback through regular 1-2-1 meetings.
* Experience with customer support ticketing systems and a strong understanding of best practices for ticket management and resolution tracking.
* Excellent communication and interpersonal skills, with the ability to collaborate with different departments and stakeholders.
* A passion for delivering excellent customer service and enhancing the customer experience.
As our Customer Support Manager, we are looking for someone who aligns with Renaissance's mission to accelerate learning for all children and adults of all ability levels and ethnic and social backgrounds, worldwide, we are looking for someone who is/ has:
* Ability to communicate clearly at all levels and across functions.
* Strong engagement with colleagues, individually and as a team.
* Champions positive change within the business.
* Effective management of time and priorities.
* Motivated to make a positive difference in the lives of teachers and children worldwide.
Additional information:
Permanent role, hybrid working (3 days office based, 2 days remote) in our Swindon Distribution and Operations Site, Unit 28 Bramble Road, Swindon SN2 8HB.
We offer a competitive salary of between £35,000 to £40,000 per annum, dependent on experience, plus lots of amazing benefits.
Pension & Insurance: All employees can participate in our company pension scheme administrated by Aviva – where we will pay 8% of your annual salary if you pay just 3% pension contributions! All employees are entitled to Life and income protection insurance.
Holiday and Bookable Leave: 22 Days bookable annual leave per annum, plus 3 complementary days for our compulsory Christmas shutdown, plus UK Statutory Bank Holidays. We also offer a day off for your birthday and up to 5 paid volunteering days per year.
Hours of Work: Our standard working hours are flexible, with remote work up to 2/3 days a week, Monday to Friday 37.5 hours per week between 08:30 am to 5:30 pm.
Growth and development: Extensive training opportunities for career progression across Renaissance Learning.
Wellbeing & Health: We offer generous maternity/paternity pay, employee assistance programme, access to mental health first-aiders, and contributions towards eye tests.
If you are someone who likes to march to the beat of their own drum and wants to join a company which encourages authentic individuality, apply today!
We have an ongoing commitment to Diversity, Equity and Inclusion and encourage applications from all underrepresented groups.
This role is subject to DBS and background checks.
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