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Customer Support Manager

Customer Support Manager


Customer Support Manager

Based in Reigate

Monday to Friday 9.00 to 17.30

Our well established Financial Services client based in Reigate are looking to recruit a Customer Support Manager to join their rapidly expanding business.

This position will be reporting to the head of the department and have 6 direct reports - this will increase over time.

The role of Customer Support Manager is to focus on supporting a team of Customer Support Representatives, ensuring company objectives are met through coaching and motivating - offering suggestions to improve working practices and promoting fair outcomes for customers.

Job role:

  • Acting as a point of referral for ensuring the call quality of customer support representatives
  • Conducting risk based monitoring for each team member
  • Ensuring that customer service representative are fully compliant and in line with FCA regulations
  • Completing performance reviews with each member of the team and one to ones
  • To meet and exceed monthly targets, including call quality and performance improvement
  • Supporting customer service representatives in dealing with queries, complex calls, escalated calls and to take ownership of the query through to resolution
  • Working closely with other Customer Support Managers and Heads of to ensure consistency in the performance and management across the business
  • Identifying training needs of team members and to address this though coaching

Skills needed:

  • Previous experience within a similar role - ideally Financial Services background
  • Experience managing a team including undertaking 1-2-1s and performance management
  • Good analytical skills, ability to analyse reports, explain findings and suggest improvements

If this is a role that you would like to discuss in more detail please contact Charlene Hills at T4S Solutions.

Reference: 34613129

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