Customer Support Manager

Job Description

Job Title: Customer Support Manager

Company:

Qualitymark Protection have been actively safeguarding consumer investments in home improvements for over 26 years. In this time, we’ve helped the home improvement industry raise installation standards, strengthened our accreditation & monitoring procedures and provided consumers with quality financial protection. Qualitymark has issued over 1,000,000 Insurance Backed Guarantee and Deposit Protection Insurance policies. Based in contemporary offices on the edge of Chorley. We are a business building a future for our employees through diverse investments and continued ambitious growth.

Role Purpose:

As our Customer Support Team Leader, you will be responsible for all aspects of customer service within your team and will also be responsible for the monitoring of your team using department measures data to improve performance. Aid in the implementation of a new customer communication strategy and ensuring that company processes and compliance are adhered to.

Accountabilities:

• Identifying and highlighting relevant improvements to the customer contact journey that will enhance the customer experience, streamline internal processes, reduce costs, and remove the non-value-added work.
• Owning, monitoring and improving critical interactions between team members and customers, suggesting enhancements based on data and experience, offering training and guidance
• To lead a team by example, motivate and develop.
• Responsible for ongoing training, coaching and development.
• Effective prioritisation of work within the team to maximise resource capability.
• Understanding and utilising operational measures to build capability within the team.
• Ensure that the team is managed, utilising company policies with appropriate records and documentation.
• Involvement in senior meetings presenting ideas on strategy, targets, and resources.
• Implementation of strategy, working to objectives both individual and as a team
• Conducting clear one-to-one sessions with employees aligning company objectives with individual progression plans
• Motivating more proactive, and positive behaviours throughout a working week
• Conducting meetings with compliance, business development, and client administration to develop processes and continuous business improvement.

Experience:

• Experience with account management or business development roles
• Setting and monitoring team KPIs
• Experience with using and implementing call lists and scenarios
• Working with commercial awareness
• Preferably, experience within a regulated environment or working with installers
• Preferably, experience working with contact centre solutions, such as 8x8

Skills:

• Ability to analyse and interpret of data.
• Strong understanding of high-volume data structures within systems
• Highly developed communication skills - written & verbal
• Strong attention to detail
• Confident with Microsoft applications
• Excellent communication.
• Strong leadership skills with the ability to motivate staff to achieve team performance

Why work for us?

• £35,000 per annum
• 37.5 hours / week (8.30am - 5pm, Monday - Friday)
• 25 days paid leave + celebration day (plus bank holidays)
• Hybrid working
• Pension Scheme
• Free Parking
• Easy access to M6, M61 and M65 motorways

Values and Behaviours

1. We must treat all people (including customers, colleagues, suppliers, and the wider stakeholder community) with respect all at times.
2. We will not accept rude behaviour from customers, employees, suppliers, and stakeholders at any time.
3. We will only employ, and continue to employ, employees and engage with suppliers who display openly the personal characteristics of humility, honesty, enthusiasm, respect, positivity and a 'can do’ attitude.
4. We will seek opportunities (at least annually) to identify employee training needs (and wants) and wherever possible and practicable, provide time and resource to accommodate these needs (and wants).
5. We shall be very careful in our recruitment and maintenance of 'customers’ (customers here being defined as 'any body corporate or otherwise paying regular fees to the company’) to ensure, wherever possible, that these customers share these 'values’.
6. We shall, at all times and in all decision-making, try to ensure the best possible outcomes for our clients and consumers in every action we take.

Please note: As an Insurer, we are obligated to undertake due diligence in relation to employee’s honesty and good repute. The successful candidate will be subject to initial and ongoing honesty and good repute checks, including reference checks, Credit Reference Agency checks, and we may also include Criminal Record checks, through the Disclosure Baring Service (DBS). All checks are undertaken by us, and there is no cost to any applicant or employee.