Accepting Applications
Full-time
Hybrid
LinkedIn
Posted 1 month, 4 weeks ago
2 views
0 applications
Job Description
**Customer Service \& Support Manager \| London (Hybrid) \| £54,000 \- £59,000**
Our client is a leading membership organisation offering exceptional experiences and services to their business members through consultancy and value\-added services.
**Role and Responsibilities:**
* Provide leadership and mentorship to the support and retention team, fostering a culture of excellence, accountability and continuous learning.
* Coach and mentor team members through one\-to\-ones, quality assurance, and tailored development plans to support professional growth.
* Build a cohesive team dynamic by encouraging open communication, cross\-functional collaboration, and shared accountability.
* Demonstrate a hands\-on, member\-first approach to leadership by actively engaging in member interactions, handling escalations, and modelling the behaviours and attitudes expected of the team.
* Set and monitor individual and team performance metrics aligned with organisational objectives.
**Essential Skills:**
* Experience in leading, coaching and mentoring diverse teams.
* Proven experience in developing and executing customer service strategies that align with business objectives.
* Proficiency in using customer service tools and technologies, such as CRM systems.
* A minimum of 5 years’ experience in customer service or support roles, with a minimum of 3 years in a managerial or leadership position.
* Proven track record in managing customer service teams, improving service delivery, and achieving key performance indicators (KPIs).
**Package:**
* Basic Salary up to £54,000 \- £59,000\+ bonus
* Hybrid working (3 days in the office)
* Excellent Pension up to Personal contribution of 5%, company contribution of 12%
* Healthcare, dental, cycle to work scheme and many more!