Customer Support Manager - London, United Kingdom - NFP People Limited

NFP People Limited

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Customer Support Manager

We are looking for a friendly and organised manager with a commitment to outstanding customer service to lead a small team.

Position:
Customer Support Manager

Location:
Remote/flexible

Salary:
Up to £37,000 Per Annum

Hours:
Full-time

Duration:
Permanent

Benefits: 25 days annual leave (plus 1 day accrued for every year of service up to 30 days) bank holidays and Christmas, 5% Employer pension contribution, flexible working culture, employee benefits package (Medicash), regular continuing professional development opportunities.

About the Role

The Customer Support Manager is responsible for managing a team to ensure that the charity's customers receive outstanding support and service.

We are looking for a friendly and organised manager with a commitment to outstanding customer service to lead a small team that are the first point of contact for customers, and support delivery of products, services and programmes.

Working closely with colleagues from across the organisation, the successful applicant will take ownership of customer service queries at the charity, nurturing customers who need help, technical support, or have questions and queries about the range of products and services.

In particular, you will be responsible for ensuring that customers receive outstanding service by:
*Closely managing customer support queries to avoid and eliminate backlogs
*Managing our customer support team and working closely with other teams to improve processes and customer experience
*Providing front-line customer support for Boxall Profile Online and other key products and services
*Continuously improving our customer support by developing the team, and optimising our systems and processes
*Working with colleagues to ensure effective operations management of delivery of services
*Listening to customers and analysing trends to improve our customer experience

Key duties include:
*Managing customer support
*Contributing to management of delivery and operations administration
*Improving systems and processes
*Management, leadership and contributing to the team

About You

We are looking for an agile, committed and enthusiastic individual, capable of absorbing information quickly, and able to handle a diverse workload in order to meet the fast pace of the organisation.

You will be a self-starter with a commitment to outstanding customer service, and the strong communication and problem-solving skills needed to work well with a small team in a dynamic working environment.

The role requires an individual who has a strong track record of managing customer support and support of operations, along with experience of working hands-on with helpdesk/ticketing systems to manage queries effectively.

Where an individual lacks specific experience of working in a particular area, they would be expected to demonstrate evidence to support their potential to do so and an understanding of the factors that will drive success.

You will have one or more of the following:
*Experience of managing customer support and customer service using helpdesk/ticketing systems
*Experience of improving customer service
*Line management experience
*Strong organisational skills with the ability to multitask and manage time effectively
*Excellent telephone manner, and professional presentation at all times
*Commercial acumen and the skills to manage a budget
*Good attention to detail
*Ability to work to deadlines and prioritise customer queries effectively
*Ability to listen to customers and colleagues with empathy, to think critically and solve and escalate problems appropriately
*Ability to manage a fast-paced, unpredictable workload with professionalism and enthusiasm
*Enthusiasm for digital solutions, and a customer-focused mindset

About the Organisation

With increasing numbers of children and young people affected by social, emotional and behavioural difficulties inhibiting their progress and limiting their life chances.

The charity has developed a range of interventions and support to give vulnerable children and young people the opportunity to be the best they can be.

Whether it is delivering certified training, supporting whole-school or authority-wide nurturing schools approach or promoting evidence-based research, the charity is providing quality support and resources to make nurturing provision a reality for pupils across the UK and beyond.

You may also have experience in areas such as Customer Service, Customer Support, Helpdesk, Call Centre, Customer Service Manager, Customer Support Manager, Helpdesk Manager, Call Centre Manager, Customer Service Officer, Customer Support Officer, Helpdesk Officer, Call Centre Officer, Help Centre, Customer Support.

PLEASE NOTE:
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