Customer Support Manager
| Dyddiad hysbysebu: | 15 Mai 2025 |
|---|---|
| Cyflog: | £38,000 i £40,000 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 14 Mehefin 2025 |
| Lleoliad: | High Wycombe, HP12 3QP |
| Gweithio o bell: | Ar y safle yn unig |
| Cwmni: | Get Staffed Online Recruitment Limited |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | FJ-1363 |
Crynodeb
Customer Support Manager
High Wycombe
£38,000 - £40,000 per annum
Our client is seeking a proactive and experienced Customer Support Manager to lead their Internal Sales and Customer Service team. This role is crucial in ensuring an excellent customer experience from initial enquiry to post-sale support. The successful candidate will manage day-to-day operations, drive team performance, and implement strategies that enhance customer satisfaction and sales efficiency.
Responsibilities & Accountabilities
- Lead and manage the Internal Sales and Customer Service Team
- Oversee order processing, quotation preparation, and customer account management
- Ensure timely and effective handling of customer enquiries, complaints, and technical support needs
- Develop and implement existing customer service policies, procedures, and best practices
- Monitor KPIs and team performance, providing coaching and support where needed
- Collaborate with the external sales team, logistics, and operations to ensure seamless order fulfilment and resolve delivery issues
- Identify areas for process improvement and lead initiatives to enhance the customer journey
- Train and develop team members, fostering a customer-centric and sales-driven culture
- Use CRM and ERP systems to manage workflows and reporting
- Prepare and present the Sales Review reports, providing insights, commentary, and actionable recommendations
- Issue quotes, diligently follow up, and ensure the Sales Team maintains a similar commitment
- Maintain high team engagement and low turnover through effective communication and support
- Ensure timely and professional resolution of all customer queries and complaints within agreed SLA's
Secondary and Support Responsibilities
- Provide departmental coverage during team members' absences
- Handle inbound sales calls and enquiries, providing product information and technical support to customers
- Prepare and send quotations, process orders, and track delivery timelines
- Maintain regular contact with customers to follow up on quotes, orders, and project updates
- Support external sales representatives with administrative tasks and customer coordination. Assist with pricing queries, stock availability checks, and lead time updates
- Provide frontline support during peak periods, staff absences, or high-volume situations
- Manage customer accounts, including updates to contact information, order history, and service requests.
Key Competencies
- Fluent English - Excellent written and verbal communication skills (essential)
- Minimum 5 years' experience in a customer support, sales administration, or internal sales leadership role. (essential)
- People and conflict Management (essential)
- Ability to lead and motivate a team in a fast-paced environment. (essential)
- Proficient in all Microsoft 365 tools and CRM software (essential)
- Confident in handling customer complaints, escalations, and service recovery (essential)
- Organisational and time management skills, with the ability to prioritise and multitask effectively in a fast-paced environment. (essential)
- High level of accuracy and attention to detail, particularly in order processing and quoting
- A collaborative approach to working with cross-functional teams (e.g., sales, logistics, technical support)
- Experience in a similar role within a technical or manufacturing organisation.
- Strong interpersonal and communication skills
- Understanding of order-to-delivery processes
Benefits
- Salary between £36-£40k pa dependant on experience
- 25 days annual leave plus (bank holidays)
- 1 day holiday for birthday
- Company Pension Scheme
- Private Healthcare
- Free onsite parking
- Life Insurance
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