Customer Support Manager

We are seeking a dynamic and experienced Tier 1 Customer Support Manager to join our team. This individual will play a key role in managing the daily operations of the customer support team, driving performance, and implementing improvements. The ideal candidate will bring a fresh perspective, challenge existing processes, and lead the team to achieve key performance indicators (KPIs) and service level agreements (SLAs) while ensuring exceptional customer satisfaction (CSAT).

Customer Support Manager , Job Responsibilities:

Primary responsibilities include but are not limited to,

Team & Quality Management: Lead, coach, and motivate the customer support team, ensuring they are well-equipped to handle queries and deliver excellent service. Regularly monitor and assess the quality of interactions, implementing processes for continuous improvement.

1-2-1s & Performance Improvement: Conduct regular 1-2-1 meetings to provide feedback, address performance issues, and identify development opportunities. Drive changes to improve efficiency, customer satisfaction, and response times.

Reporting & Analysis: Prepare and present performance reports, including KPIs, SLAs, and CSAT scores, to the Senior Customer Support Manager. Use data-driven approaches to track performance and identify growth areas.

Customer Excellence & Process Improvement: Foster a culture of customer excellence, implementing strategies to improve CSAT and ensure positive interactions. Evaluate and enhance current processes and workflows for better performance.

Ticketing System Management & Collaboration: Oversee the ticketing system to ensure efficient issue resolution and timely escalations. Collaborate with the Customer Solutions Manager and other departments to align on key initiatives and share best practices.

Stakeholder Reporting: Keep senior management informed of progress, challenges, and action plans through regular reporting.

Process Guidelines & Documentation: Manage and maintain process guidelines and documentation to ensure clarity and consistency in operations. Ensure all team members are aware of and adhere to these guidelines.

GDPR Compliance: Ensure that all customer support activities comply with GDPR regulations. Handle data in accordance with Renaissance’s data privacy and security policies, reporting any concerns to the Senior Customer Support Manager and Privacy Officer.

Skills and experience required:

To be considered for the role of Tier 1 Customer Support Manager, we are looking for someone who has experience working in a fast-paced or tech-driven customer support environment and has familiarity with popular CRM and customer service platforms (e.g., Freshdesk, Salesforce).

You will also have or be:

• Proven experience as a Customer Support Manager or in a similar role, with a track record of driving performance improvements and successfully managing a team.
• Strong leadership and motivational skills, with the ability to inspire a team and cultivate a positive working environment.
• Experience in quality management, including monitoring and evaluating team performance, and delivering constructive feedback through regular 1-2-1 meetings.
• Experience with customer support ticketing systems and a strong understanding of best practices for ticket management and resolution tracking.
• Excellent communication and interpersonal skills, with the ability to collaborate with different departments and stakeholders.
• A passion for delivering excellent customer service and enhancing the customer experience.

As our Customer Support Manager, we are looking for someone who aligns with Renaissance's mission to accelerate learning for all children and adults of all ability levels and ethnic and social backgrounds, worldwide, we are looking for someone who is/ has:

• Ability to communicate clearly at all levels and across functions
• Strong engagement with colleagues, individually and as a team
• Champions positive change within the business
• Effective management of time and priorities
• Motivated to make a positive difference in the lives of teachers and children worldwide

Additional information: 

Permanent role, hybrid working (3 days office based, 2 days remote) in our Swindon Site. (Unit 28 Bramble Road, Swindon SN2 8HB)

We offer a competitive salary of between £35,000 to £40,000 per annum, dependent on experience, Plus lots of amazing benefits

Benefits:

• 25 Days per annum plus Bank Holidays (3 to be used for our Christmas shutdown)
• A day off for your birthday, to be used in the month of your birthday.
• Monday to Friday 37.5 hours per week– Generally 8.30am to 5:00pm (with an unpaid lunch daily), subject to the demands of the role.
• Access to a benefits and discount platform with access to 1000’s of discounts at retailers, leisure attractions and restaurants (provided by Reward Gateway)
• BUPA Healthcare, Life assurance, Permanent health insurance
• Pension scheme with enhanced employer contribution
• Season ticket loan and EAP