Customer Support Manager

SF Partners are supporting a brilliant, established Coventry (CV6) based business in recruiting a Customer Support Manager. This role will suit a hands on, customer focussed individual who has a real focus on continuous improvement and promoting an outstanding customer experience across the department.

Salary: £40,000

Working hours: 37.5 hours per week with a 30-minute lunch break, working between the core hours of 07:00 and 19:00 in line with business requirements

Hybrid following training period

Main duties

• Lead the day-to-day operations of the customer support team
• Support the Head of Customer Support in delivering strategic department goals
• Own and drive departmental KPIs including SLA performance, customer satisfaction, quality and productivity metrics
• Manage customer escalations and complaint resolution to ensure positive customer outcomes
• Support workforce planning, resource allocation ...