Customer Support Manager

Customer Support Manager – Coventry CV6

The rewards

• £40,000 salary
• Hybrid following training period

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

The role of Customer Support Manager

• 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

The ideal Customer Support Manager

• 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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