Customer Service Manager

Technical Support Manager

Permanent Full Time Monday – Friday

Lancaster

Salary £35k - £45k per annum, 26 days holiday + Bank Hols 

Are client is seeking an exceptional Customer Service Manager to lead their Technical Support Team with expertise and a personable approach. This role is perfect for someone with strong team management skills, a solid understanding of technical aspects, and a passion for delivering outstanding customer support.

What You'll Be Doing:

• Leading the Team: Inspire, motivate, and develop the Technical Support Team to deliver outstanding customer service.
• Improving Processes: Design, implement, and continuously enhance the department’s systems and processes.
• Managing Workloads: Ensure tickets are handled by the right advisor quickly and efficiently.
• Reporting: Provide monthly reports on ticket volume, SLA targets, and trends to the SLT.
• Being the Go-To Person: Act as the escalation point for all team members and manage advanced technical issues.
• Training and Development: Oversee the development and training of team members to ensure they have the skills and knowledge needed to excel.
• Customer Satisfaction: Monitor and ensure high levels of customer satisfaction and service quality.
• Collaboration: Work closely with internal product and engineering teams to resolve technical issues and improve product offerings.
• Continuous Improvement: Identify opportunities for process improvements and implement changes to enhance efficiency and effectiveness.
• Escalation Management: Handle escalated customer issues and ensure timely resolution.

What We're Looking For:

• Team Management Skills: Proven ability to lead and develop a team.
• Customer Service Expertise: Extensive experience in managing helpdesk/support desk environments.
• Technical Know-How: Interest and understanding of technology and IT.
• Great Communication: Excellent written and verbal communication skills.
• Analytical Mindset: Strong data analysis skills, including proficiency with Excel.
• Personable and Professional: Ability to work well under pressure and maintain a professional demeanour.
• Problem-Solving Skills: Ability to identify issues and implement effective solutions.
• Organisational Skills: Strong ability to prioritise and manage multiple tasks simultaneously.

If you're ready to take on a dynamic role and drive exceptional customer support, we'd love to hear from you! APPLY NOW