Customer Support Lead

Job Description

As a Customer Support Lead, you will oversee our customer support team in Manchester, ensuring the delivery of outstanding service while enhancing team performance. The ideal candidate will possess strong leadership skills and a deep understanding of customer service best practices.

Responsibilities

• Drive continuous improvement initiatives by regularly evaluating service delivery processes.
• Ensure compliance with company policies and procedures.
• Conduct regular team meetings to share updates and gather feedback.
• Establish key performance indicators and metrics for assessing team success.
• Act as a liaison between customers and higher management, translating customer needs into actionable insights.

Requirements

Education

• Bachelor's degree in a related field
• Master's degree preferred

Experience

• 5+ years of experience in customer service, with at least 2 years in a supervisory role.

Technical Skills

• Customer Service Software
• Project Management Tools

Soft Skills

• Empathy
• Time Management

Languages

• English: Fluent

Advantageous

• Knowledge of Customer Experience Strategies: Understanding of customer experience management and strategies to enhance customer loyalty.
• Familiarity with Automated Support Systems: Experience with chatbots or AI-driven support systems in a customer service context.

Benefits

• Private health insurance
• Employee assistance programme
• Performance bonuses
• Work from home options available

Company Culture

• Employee Recognition: We celebrate our successes and recognise the contributions of our team members.
• Continuous Improvement: Encouraging ongoing learning and growth for all employees to improve their skills and career prospects.
• Work-Life Balance: We promote a healthy work-life balance, ensuring our employees can enjoy their personal time.