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 and absence management to maintain operational performance
• Collaborate across teams to ensure clear communication and consistent processes
• Ensure compliance with company policies, GDPR requirements and customer service standards
• Identify and implement continuous improvement initiatives to enhance customer experience and operational efficiency
• Drive engagement, performance discussions and training across customer service, processes and soft skills
• Conduct regular performance reviews, coaching sessions and development plans for team members
• Work flexibly to meet changing business and customer needs

Responsibilities and objectives

• Proven experience leading customer service or contact centre teams
• Strong analytical skills and the ability to turn data into actionable insights
• A strategic mindset with confident leadership ability
• A strong commitment to delivering an excellent customer experience

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