Customer Service and Support Manager

We’re looking for a skilled Customer Service and Support Manager to join a leading marketing services company, known for their innovative work with a wide range of international brands.

Based at a state-of-the art high-tech hub, you’ll join a hardworking team who welcome honest feedback and actively encourage innovation and professional development.

Salary and benefits:

• Salary negotiable
• Free parking
• 25 days annual leave + bank holidays
• Healthcare scheme & employee wellbeing initiatives
• Monday to Friday, 37.5 hours a week (9.00am – 5.30 pm)

Reporting to the Head of Digital Signage, the successful applicant will focus on all aspects of customer service. The role represents a significant opportunity to shape and direct the customer support team in a time of growth and expansion and act as the strategic visionary for the customer service and support offering. You will also be the main point of client contact and play the lead role in ensuring contractual obligations are met to the very highest standard.

As Customer Service and Support Manager, your day-to-day responsibilities will include:

• Continuously evaluating systems, touchpoints, methodologies and their ongoing suitability, ensuring they are developed and continuously improved to consistently deliver against contractual SLA’s and KPI’s
• Defining and developing client onboarding and ongoing support programs to manage the full client lifecycle
• Carrying out recruitment, appraisals and ongoing mentoring and support for the service desk team
• Preparing and delivering customer success and service improvement plans
• Conducting monthly/quarterly workshops and service delivery reviews with clients
• Working as the SME for all service systems and processes changes required
• Building strong relationships with cross-functional internal teams
• Being the single point of escalation and managing escalations effectively until the point of resolution

We’re looking for a Customer Service and Support Manager with the following skills and experience:

• Extensive prior experience of B2B customer service and support management, ideally in digital signage or a SaaS company on a large-scale national or international level
• Knowledge of ITSM / Service Desk tools – Preferably Zendesk
• Strategic thinking with a demonstrated ability to contribute at a senior level
• Ability to handle complaints and difficult situations
• Excellent communication and leadership skills with experience of managing a service desk team
• Ability to prioritize multiple responsibilities
• A customer-centric approach with the ability to understand and meet customer needs and ensure high levels of customer satisfaction