Department: Operations
Reports to: Operations Director
Location: Central Birmingham – Hybrid Working
Direct Reports: Initially six team members
About Our Client
Our client is a fast-growing technology business that works with leading home insurers to deliver innovative solutions designed to reduce the risk and impact of water damage.
Its proprietary, internet-connected technology helps protect homes by identifying potential water leaks and notifying customers through a dedicated mobile application. Customers are also supported by an experienced network of engineers who investigate and resolve identified issues.
Operating across the UK, Europe and the USA, our client is entering an exciting period of continued growth and international expansion.
The Opportunity
Our client is looking for an experienced and talented Customer Services Manager to join its Operations team.
This is a key leadership position responsible for ensuring the business continues to deliver the exceptional customer service that sits at the heart of its operations.
You will manage a customer support team that assists end users with leak alerts, device and application troubleshooting, appointment bookings and technical enquiries. The team interacts directly with operating systems, hardware, software and field-based engineering teams.
As the business continues to grow, you will take ownership of the customer support function, developing the team, improving operational processes and ensuring service standards remain consistently high as customer volumes increase.
Key Responsibilities
* Manage customer support teams across the UK and Nordic regions.
* Oversee first-line and second-line customer support processes, including alert management and technical troubleshooting.
* Manage engineer diaries and appointment schedules, ensuring field engineers are fully utilised in line with operational forecasts.
* Monitor customer demand and allocate resources effectively across the support and engineering teams.
* Manage outsourced service providers and additional customer support partners.
* Work closely with the Product team to ensure second-line technical support tickets are resolved promptly.
* Manage customer and job investigations alongside the Operations Director, ensuring appropriate customer outcomes.
* Take ownership of the customer complaints process, ensuring complaints are handled professionally and within agreed timescales.
* Recruit, train, coach and develop customer support executives.
* Establish and monitor team KPIs, service levels, quality standards and performance measures.
* Conduct regular performance reviews, one-to-one meetings and team development sessions.
* Support the continued development and improvement of the company’s CRM platform.
* Develop training materials, troubleshooting guides and operating procedures for both support teams and end users.
* Work collaboratively with Operations, Product, Technology and Engineering teams to identify and implement service improvements.
* Produce regular reports and analysis relating to customer service performance, team productivity and operational trends.
Essential Experience and Skills
To be successful in this role, you will need:
* A minimum of five years’ management experience within a technical, business-to-consumer customer support environment.
* Proven experience managing and developing customer service or technical support teams.
* Experience supporting technology-based products or services within a customer service environment.
* A strong track record of building teams, introducing processes and improving operational performance.
* Excellent people management, coaching and team development skills.
* Strong customer relationship management and communication skills.
* Experience using CRM systems within a customer service or contact centre environment.
* Strong planning, organisational and analytical abilities.
* The ability to identify problems quickly, develop practical solutions and implement structured troubleshooting processes.
* Experience managing customer complaints and complex escalations.
* Confidence working with performance data, KPIs and service-level targets.
* The ability to operate effectively within a fast-paced, growing business.
* A proactive and innovative approach, with the confidence to question existing processes and suggest improvements.
Additional Information
* Working arrangement: Hybrid working model.
* Office location: Central Birmingham.
Ardour Associates values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application.
Candidates must be eligible to live and work in the UK.
For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.
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Salary description
£40000.00 - £45000.00 per year