Customer Service Support Manager, London

Wise May are looking for a Customer Service Team Manager to lead a Customer Support Team for a Membership organisation. The role will involve overseeing the member support function, ensuring an excellent member experience and driving continuous improvement across customer service operations.

This is a full-time permanent position reporting into the Head of Member Experience. Hybrid working is 3 days in the Office, 2 days working from home.

Customer Support Manager Duties:

• Leading and developing a team of Customer Support Executives to deliver exceptional member service
• Responding to escalated member enquiries over phone, via email and other channels
• Providing clear and accurate support on standards, products and services
• Driving member satisfaction and retention, including handling potential leavers
• Following and managing the internal escalation process where queries require more complex technical support
• Acting as a voice of the member, championing their needs and priorities to the wider business
• Monitoring team performance and service standards to ensure high levels of customer satisfaction
• Supporting internal projects with member knowledge, outbound calling and inbound response handling when required
• Reviewing processes and implementing improvements to enhance efficiency and service delivery
• Preparing reports and analysing customer service trends, feedback and KPIs
• Coaching, mentoring and supporting team development through regular feedback and performance management

Customer Support Manager Skills:

• Proven experience managing or supervising a Customer Service or Customer Support team
• Strong leadership and people management skills
• A positive outlook and can-do attitude
• Excellent communication skills
• High levels of empathy
• Strong analytical abilities to troubleshoot and resolve customer issues effectively
• Experience managing escalations and improving customer service processes
• Ability to work collaboratively across teams and build strong stakeholder relationships
• Customer-focused mindset with a passion for delivering best-in-class service

Customer Support Manager Benefits:

• 25 days holiday (buy up to 5 days holiday)
• Up to 12% employer Pension contribution
• Access to GP clinic
• Life Insurance
• Eye care
• Up to 2 moving house days
• Private dental scheme
• Private healthcare
• Cycle to work scheme
• Season ticket loan
• Family travel insurance
• Gym membership