Customer Service Support Manager

BMC Recruitment Group are currently recruiting for a **Customer Support Team Leader** for their client in **Peterlee, Durham** . You’ll oversee their support operations, drive exceptional customer experiences, and lead a high\-performing team. In this role, you will be responsible for managing day\-to\-day support activities, resolving complex issues, and implementing processes that enhance efficiency and service quality. You will collaborate closely with cross\-functional teams and global colleagues to ensure our customers receive timely, effective, and seamless support. This role offers the opportunity to make a tangible impact on both customer experience and the growth of this support function, within this company. **Key Benefits:** * Career progression and internal development * Full time 37 Hours a week * Monday to Thursday 8\.15am to 4\.45pm \- Friday 8\.15am to 3pm * Free parking * 4 x death in service cover * Private Medical Insurance (BUPA – Individual cover) * Medicash (Health Cash Plan) – individual \+ up to 4 children) * Salary Sacrifice Pension Scheme * 2 days per year to take part in volunteering activities for a local charity of your choice * It doesn’t stop there; you will receive access to fresh fruit daily along free tea/coffee and biscuits in the office. **Responsibilities/Requirements:** * Oversee the day to day performance of the customer support team * Review data and strengthen reporting dashboards to improve visibility and decision making * Provide coaching and 1:1 reviews to develop team capability * Maintain compliance with defined SLA’s and drive performance against key metrics * Handle customer complaint’s and complex technical issues * Liaise with Customer Success and other customer facing teams to reduce repeat queries and enable a proactive approach * Provide backup coverage cross the support functions when required If you are a strategic leader who thrives on problem\-solving, coaching teams, and improving customer satisfaction, I would love to hear from you. Please get in touch with andrea.conway@bmcrecruitmentgroup.com