Customer Service Support Manager at Wise May Ltd

Job Description:

Latest job information from Wise May Ltd for the position of Customer Service Support Manager. If the Customer Service Support Manager vacancy in London matches your qualifications, please submit your latest application or CV directly through the updated Jobkos job portal.

Please note that applying for a job may not always be easy, as new candidates must meet certain qualifications and requirements set by the company. We hope the career opportunity at Wise May Ltd for the position of Customer Service Support Manager below matches your qualifications.

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

Job Info:

• Company: Wise May Ltd
• Position: Customer Service Support Manager
• Work Location: London
• Country: GB

How to Submit an Application:

After reading and understanding the criteria and minimum qualification requirements explained in the job information Customer Service Support Manager at the office London above, immediately complete the job application files such as a job application letter, CV, photocopy of diploma, transcript, and other supplements as explained above. Submit via the Next Page link below.

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