Customer Support Manager

Job Description

We are seeking a Customer Support Manager to lead our customer service team in Inverness. The ideal candidate will bring a proven track record in managing customer support operations, ensuring exceptional service delivery, and enhancing customer satisfaction. You will be instrumental in developing and implementing support strategies that align with our business goals.

Responsibilities

• Oversee daily operations of the customer support department.
• Ensure the delivery of exceptional service to our customers at all times.
• Utilise customer feedback to inform service improvements and team training.
• Maintain up-to-date knowledge of company products and services.
• Formulate and execute strategies for customer retention and satisfaction.
• Supervise the recruitment and training of new support staff.
• Conduct regular performance reviews and provide constructive feedback.
• Ensure compliance with industry regulations and company policies.

Requirements

Education

• Bachelor's degree in Customer Service Management or similar field
• Professional certifications in customer support are a plus

Experience

• At least 5 years in a customer-facing role with management responsibilities

Technical Skills

• Customer Service Software
• Process Improvement

Soft Skills

• Critical Thinking
• Teamwork

Certifications

• Project Management Professional (PMP)
• Six Sigma Green Belt

Languages

• English: Fluent

Advantageous

• Knowledge of industry trends: Staying updated on the latest trends in customer service and technology.
• Experience with automation tools: Experience using tools that automate customer service functions.

Benefits

• Attractive pension scheme
• Annual performance bonuses
• Employee discounts and perks
• Team-building events and activities

Company Culture

• Innovation-Driven: Innovation is encouraged, allowing new ideas to flourish and make a difference.
• Team Spirit: We believe in collaboration and the power of teamwork to achieve common goals.
• Client-Centric Focus: Every decision we make puts the customer at the forefront, ensuring satisfaction at all levels.