Customer Support Manager

Location
Reading
Salary
£40000 - £50000 per annum
Posted
06 Dec 2018
Closes
03 Jan 2019
Ref
00089729
Contact
Recruitment Genius Ltd
Sector
Public Sector
Function
Customer Service
Contract Type
Permanent
Hours
Full Time
This software company is looking to recruit a Customer Support Manager to join their expanding business. As part of their service delivery team you will be responsible for ensuring their customer support team delivers world-class support.

Key Responsibilities:

- Leading Change: Continuous process improvement to help the team efficiently handle increasing volumes of customers and to reduce the corresponding rate of incoming call rate growth.
- Management of the customer support team, including recruitment, objective setting, reviews, measurable objectives and training requirements.
- Work with Customer Success Managers to be the customer's advocate
- Build and deepen relationships with key customers and partners.
- Monitor and handle escalations of customer cases.
- Assist in the pre-sales process where it relates to customer support.

Experience and Skills:

Mandatory:

- Prior experience of team management, ideally of a customer-services or support team
- Excellent communications and presentation skills
- A professional and helpful telephone manner
- Consistent and thorough, "going the extra mile" to resolve customer issues
- Ability to manage own workload and that of others to meet deadlines

Desirable experience

- Management of a managed services support desk
- Handling rapid growth in a positive and "can-do" fashion
- Demonstrable history of process improvement
- Prior experience of developing a growing team
- ITIL

Get the Recruitment Genius Advantage today. As the UK's largest online recruitment advertising company placing more candidates than anyone else.

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