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Plus One Personnel
,
Oxford, Oxfordshire
Customer Support Manager
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Job Type: Full-time |
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Salary: £28,000 per annum |
Overview
Our client has an outstanding offering for children where they value welfare and fun with immense priority. As the Customer Support Manager, you will be working with a fantastic team of engaging staff and you will be responsible for leading a team of up to 12 Customer Support Advisors, ensuring the delivery of high standards of customer service across the different programmes offered nationwide to children aged up to 14 years. As a leader, we are looking for someone who has the ability to inspire the people around them in order to align with their wider mission to inspire the children who experience the programmes. The quality of the programme delivery is absolutely essential, so the ideal candidate is likely to be a positive, proactive, and adaptable Customer Support professional. Main responsibilities: Mentor and lead a team of Customer Support Advisors (up to 12 individuals during peak seasons), allocating workloads and offering support as required Deal with all escalated issues Support and mentor staff on product and system training as and when required for their development of skills and knowledge Selection, recruitment and training of new Customer Support Advisors, ensuring the best possible team is available for the busy holiday seasons Maintain high standards of customer service Ensure excellent product knowledge across the Customer Support team Efficiently respond to all email, telephone and other enquiries in a professional and friendly manner Ensure all customer complaints or issues are resolved appropriately and efficiently, involving or informing the management team as and when required Ensure the booking system, Freshdesk (company CRM system), and phone systems are used correctly by the team, reporting any problems to management or service providers Update customer support product training materials as required Support with operational, product or marketing activities and projects as required Key skills & experience: At least 3 years' customer support experience Experience of managing/leading within a customer service environment Ability to remain calm under pressure Excellent communication skills and attention to detail Educated to degree level (desirable) Ability to co-operate effectively with company colleagues at all levels Share the company values in order to inspire children and be positive role models to children Proficient in IT systems and data management Additional information: This is a fixed term contract covering Maternity leave Standard hours of work - 9am to 5pm You must be available to work throughout the Easter, Summer and October school holidays from 8am to 6pm Occasional weekend work You must be able to drive due to the location This role is located near Oxford, in Farmoor If you would like to apply for this opportunity, please submit an up-to-date CV including details about your current or most recent salary and your availability / notice period. You can also call Inga on for a discreet and confidential discussion about the role.