Senior Customer Support
| Posting date: | 28 January 2026 |
|---|---|
| Salary: | £27,000 per year |
| Hours: | Full time |
| Closing date: | 12 February 2026 |
| Location: | BB1 3BW |
| Remote working: | On-site only |
| Company: | Granby |
| Job type: | Permanent |
| Job reference: | 0126/1 |
Summary
PURPOSE:
To deliver exceptional value-added service to existing clients to ensure retention and delivery of the retention budget.
ACCOUNTABLE FOR:
1. Personal development support and guidance for customer support, including team meetings and 121 reviews.
2. Operational support and guidance for customer support.
3. Retention of clients.
4. Recruit, mentor and develop customer support agents and nurture through encouragement and empowerment.
5. Support on identifying organic growth for existing clients.
6. Plan, monitor, appraise, and review team member’s activity.
7. Review and approve client review slides.
8. Improve customer service quality results.
9. Support on monthly, quarterly, and annual client reviews.
10. Review and update forecasted pipeline monthly.
11. Submit weekly KPI reporting to Operations Director.
12. Meet customer service financial objectives by forecasting requirements.
13. Client contract discussions and extensions.
RESPONSIBLE FOR:
1. Personal development support and guidance for customer support, including team meetings and 121 reviews.
2. Operational support and guidance for customer support.
3. Support team with client engagement of existing clients.
4. Retention of existing clients.
5. Support on identifying organic growth for existing clients.
6. Review and approve client review slides.
7. Support on monthly, quarterly, and annual client reviews.
8. Review and update forecasted pipeline monthly.
9. Submit weekly KPI reporting to Operations Director.
OTHER:
1. Any other admin duties as requested.
2. Follow company policies and procedures.
3. Working with HR/ Managing Director for people support.
KPI’S MEASURED AGAINST:
1. Absence levels.
2. Lateness.
3. Revenue and Gross Profit budget.
4. Client satisfaction results (CSAT).
5. Client SLA’s.
ATTRIBUTES:
1. Be curious – in our relentless quest for better solutions.
2. Be agile – as we look to deliver value added solutions to rapid change.
3. Be collaborative – in the way we work towards solutions for everyone in the process.
4. Be resilient – as we drive to move forward with innovative solutions and processes.
5. Be respectful – of our clients, colleagues, partners, ideas, industry and our planet.
6. Be solution focused – in everything we do, and ensure all activity is directed to achieving agreed goals.
7. Be supportive – of our people, our community, our initiatives, our company and our clients.
Experience:
• Experience of management in a fast-paced environment.
• Proven working experience as a Customer Service Supervisor.
• Excellent knowledge of management methods and techniques.
• Working knowledge of customer service software and tools and all Microsoft desktop packages.
• Excellent leadership and interpersonal skills.
• Strong communication skills.
• Customer service training.
• Strong decision-making skills.
• Ability to manage and improve processes.
• Experience of inbound and outbound customer contact environment.
• Ability to analyse information.
• Strong organisational skills.
• Excellent administration and time management skills.
• Experience of recruitment and resource management
To deliver exceptional value-added service to existing clients to ensure retention and delivery of the retention budget.
ACCOUNTABLE FOR:
1. Personal development support and guidance for customer support, including team meetings and 121 reviews.
2. Operational support and guidance for customer support.
3. Retention of clients.
4. Recruit, mentor and develop customer support agents and nurture through encouragement and empowerment.
5. Support on identifying organic growth for existing clients.
6. Plan, monitor, appraise, and review team member’s activity.
7. Review and approve client review slides.
8. Improve customer service quality results.
9. Support on monthly, quarterly, and annual client reviews.
10. Review and update forecasted pipeline monthly.
11. Submit weekly KPI reporting to Operations Director.
12. Meet customer service financial objectives by forecasting requirements.
13. Client contract discussions and extensions.
RESPONSIBLE FOR:
1. Personal development support and guidance for customer support, including team meetings and 121 reviews.
2. Operational support and guidance for customer support.
3. Support team with client engagement of existing clients.
4. Retention of existing clients.
5. Support on identifying organic growth for existing clients.
6. Review and approve client review slides.
7. Support on monthly, quarterly, and annual client reviews.
8. Review and update forecasted pipeline monthly.
9. Submit weekly KPI reporting to Operations Director.
OTHER:
1. Any other admin duties as requested.
2. Follow company policies and procedures.
3. Working with HR/ Managing Director for people support.
KPI’S MEASURED AGAINST:
1. Absence levels.
2. Lateness.
3. Revenue and Gross Profit budget.
4. Client satisfaction results (CSAT).
5. Client SLA’s.
ATTRIBUTES:
1. Be curious – in our relentless quest for better solutions.
2. Be agile – as we look to deliver value added solutions to rapid change.
3. Be collaborative – in the way we work towards solutions for everyone in the process.
4. Be resilient – as we drive to move forward with innovative solutions and processes.
5. Be respectful – of our clients, colleagues, partners, ideas, industry and our planet.
6. Be solution focused – in everything we do, and ensure all activity is directed to achieving agreed goals.
7. Be supportive – of our people, our community, our initiatives, our company and our clients.
Experience:
• Experience of management in a fast-paced environment.
• Proven working experience as a Customer Service Supervisor.
• Excellent knowledge of management methods and techniques.
• Working knowledge of customer service software and tools and all Microsoft desktop packages.
• Excellent leadership and interpersonal skills.
• Strong communication skills.
• Customer service training.
• Strong decision-making skills.
• Ability to manage and improve processes.
• Experience of inbound and outbound customer contact environment.
• Ability to analyse information.
• Strong organisational skills.
• Excellent administration and time management skills.
• Experience of recruitment and resource management
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.