Customer Support Manager

SF Partners are supporting a brilliant, established Coventry (CV6) based business in recruiting a Customer Support Manager. This role will suit a hands on, customer focussed individual who has a real focus on continuous improvement and promoting an outstanding customer experience across the department.

Salary: £40,000
Working hours: 37.5 hours per week with a 30-minute lunch break, working between the core hours of 07:00 and 19:00 in line with business requirements
Hybrid following training period

+ Main duties

- Lead the day-to-day operations of the customer support team
- Support the Head of Customer Support in delivering strategic department goals
- Own and drive departmental KPIs including SLA performance, customer satisfaction, quality and productivity metrics
- Manage customer escalations and complaint resolution to ensure positive customer outcomes
- Support workforce planning, resource allocation and absence management to maintain operational performance
- Collaborate across teams to ensure clear communication and consistent processes
- Ensure compliance with company policies, GDPR requirements and customer service standards
- Identify and implement continuous improvement initiatives to enhance customer experience and operational efficiency
- Drive engagement, performance discussions and training across customer service, processes and soft skills
- Conduct regular performance reviews, coaching sessions and development plans for team members
- Work flexibly to meet changing business and customer needs

+ Responsibilities and objectives

- Proven experience leading customer service or contact centre teams
- Strong analytical skills and the ability to turn data into actionable insights
- A strategic mindset with confident leadership ability
- A strong commitment to delivering an excellent customer experience