Customer Support Manager (Tech support)

As part of our client’s exciting expansion plans, a new vacancy has arisen for an experienced Customer Support Manager. A leading British Manufacturer of Electronic Security solutions in the UK, this long-established organisation has a strong footing in the UK & European market, with an excellent reputation for manufacturing high spec solutions for critical security sites.

Role Summary

As Customer Support Manager, you will manage and develop the customer and technical support team. You’ll develop a high-performance culture that actively supports the company's mission, vision and values. Working alongside the sales team, you’ll ensuring seamless processes to improve customer experience.

Responsibilities

• Ensure that all technical support calls are logged, resolved, followed up and closed within the company defined timelines
• Take a proactive approach to ensuring the customer journey exceeds customers' expectations
• Work with the Customer and Technical support teams on mentoring and training needs, promoting a productive and motivated team
• Constantly review and evaluate the effectiveness of customer service organisational structure and drive high performance and effectiveness of individual team members through leading by example and providing coaching and mentoring
• Proactively manage and maintain effective relationships with team mates to ensure the team delivers high levels of service meeting customer demand
• Adopt a continuous approach to improvement and innovation, seeking to identify areas where process improvements for efficiency and accuracy can be implemented
• Provide weekly reports to the sales team regarding calls logged and call status
• Produce and maintain/modify product related documentation to current specification i.e. installation manuals, product datasheets

Required

• Previous experience managing a team in a customer service environment
• High levels of customer service skills
• Proactive, confident, ambitious and motivated to resolve customer issues
• Excellent interpersonal and communication skills, both written and verbal
• Experience of and confidence in directly interfacing with customers is essential
• Ability to meet agreed deadlines, work on own initiative and as part of a team
• Any previous experience in/knowledge of CCTV systems would be highly desirable

Package

£25,000 - £30,000

Location

Runcorn