Customer Support Manager

Description

Our award winning, Ripon based client is currently looking for a Customer Support Manager to join their team on a full time, permanent basis!

Your role will be to manage a small team to ensure all customers are fully supported with professional guidance and continuously feel valued and retained.

Duties and Responsibilities

• Motivate and develop your team by monitoring daily activities to ensure their effectiveness and performance and ensure department SOP’s, process flow documentation and all reports are completed in a timely manner.
• Supply the departments weekly KPI figures to the management team.
• Maintain a strong working relationship with external suppliers.
• Create new partnerships for our franchisees to add value to the franchise proposition.
• Create and develop individual development plans to include knowledge and skill development and career progression.
• Manage the end-to-end hiring process for new RMs.
• Ensure all calls inbound and outbound are logged, account management systems updated and review customer feedback on a weekly basis with the Team.
• Review quarterly business meetings on a weekly basis to identify common issues and opportunities and monitor individual customer action plans.
• Manage on a weekly basis with the other Heads of Department, complaints, retention, and unpaid franchise fees.

For this role you will need:

• High professional standards and a level of proficiency when engaging with prospective customers.
• Excellent communicators with a consistently positive attitude.
• High levels of personal motivation
• Strong numeracy and literacy skills
• A good understanding of Word, Excel and PowerPoint needed.
• Enjoy team working and willing to support and contribute with other team members.
• Strong organisation, account management and multi-tasking abilities.

In return, our client is offering a salary of

With working hours Monday – Friday 9am – 5pm with a salary of up to £32k.

Interested? Email your CV to Emma at EM Recruiting now!