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 we 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, 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. 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. 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. 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. 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. Stakeholder Reporting: Keep senior management informed of progress, challenges, and action plans through regular reporting. 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. 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 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 - We hope you don’t need this, but it’s there if you do Holiday and Bookable Leave - 22 Days bookable annual leave per annum, plus 3 complementary days to be used for our compulsory Christmas shutdown (Usually between Christmas & New Year), plus UK Statutory Bank Holidays. We also offer a day off for your birthday so you can celebrate in style, to be used in the month of your birthday. We also offer every UK based employee up to 5 paid volunteering days per year with a cause of your choice. We also offer the chance to Buy and additional 5 days holiday per year through our salary sacrifice scheme and you can spread the cost over 3-8 months Hours of Work - our Standard working is to a flexible working policy - Work remotely up to 2/3 days a week, our standard company hours at our UK sites are between Monday to Friday 37.5 hours per week between 08.30am to 5:30pm (with an unpaid hour for lunch daily),subject to the demands of the role. The address for hybrid working in your location would be Renaissance, Unit 28 Bramble Road, Swindon, SN2 8HB Growth and development – extensive training opportunities for career progression across Renaissance Learning with Great Leaders looking to grow your career and allow you to flourish in your chosen career. Shopping & Working for Renaissance Perks -. Discounts through our portal on your supermarket shop, experiences and loads of retailers on our perks portal (provided by Reward Gateway) that’s right you’ll get instant access to a benefits and discount platform with access to 1000’s of discounts at retailers, leisure attractions and restaurants, you will also be able to collect Renaissance Rewards our employee recognition Platform, and receive points turntable into vouchers to buy on the Ren Rewardsplatform. You will also get access to Smart tech where you can get your electrical household and personal items at the best price and spread the cost through your salary, interest free, up to £5000.00. Wellbeing & Health – We offer a generous maternity/paternity pay, employee assistance programme available 24/7 offering confidential support from counselling to legal and financial advice including Family Support Services - Specialist bereavement support to help through the most difficult times via our HelpHand app with access to GP, physio, nutrition, counselling support and appointments and so much more. We offer access to mental health first-aiders based both remotely and on all our UK Sites. We offer access to Company paid BUPA PMI and BUPA cash plan optional schemes for you It doesn’t stop there you will also be able to protect yourself with free access to Annual flu vaccinations, and the Company will also contribute towards eye tests and a contribution towards those on trend specs if you need them. Renaissance UK Office benefits – All Hybrid working employees are entitled to apply for a season ticket loan, All Employees (Both Remote and Hybrid based) can use our Tusker car scheme - Save tax and NI on your next car lease, use the amazing Cycle to work scheme where you can get on your bike for less, save money and get fit, that a win win for usAll UK Offices also have Fruit baskets delivered for all to enjoy a Healthy snack each week. 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, and aligns with Renaissance's mission to accelerate learning for all children and adults of all ability levels and ethnic and social backgrounds, worldwide, apply today We have an ongoing commitment to Diversity, Equity and Inclusion and have taken strides to become a more welcoming and inclusive workplace, including the introduction of our DEI Matters Network which is owned and driven by our staff. We are an equal opportunities employer. We encourage and welcome applications from all underrepresented groups, as we believe and strive for community representation within our organisation. If you have a disability and would prefer to apply in a different format or would like us to make reasonable adjustments to enable you to apply or attend any interview, please contact us and we will talk this through with you. All your information will be kept confidential according to GDPR guidelines. Please note that we can only consider applicants who already hold a full work permit. This role is subject to DBS and background checks.