You’ll support and develop a team of advisors, ensuring enquiries are handled efficiently while maintaining excellent customer experiences and strong commercial awareness. Working closely with leadership, you’ll help embed clear standards, motivate the team to achieve targets, and encourage confident decision-making that benefits both customers and the business. Experience within a global operation or understanding would be beneficial.
This is a fantastic opportunity for someone who enjoys developing people, thrives in a fast-paced environment, and wants to play a key role in shaping a motivated and collaborative team.
Key Responsibilities
Lead and develop the customer support function to ensure consistent delivery of high-quality, commercially focused service and strong client outcomes.
Champion a proactive, conversation-led approach to customer engagement, positioning phone communication as the primary channel for enquiry handling, relationship development, and conversion.
Foster a results-driven team environment that emphasises accountability, responsiveness, and a clear understanding of individual contribution to business performance.
Monitor and drive team performance across key metrics including enquiry handling, conversion, revenue generation, customer experience, and overall operational success.
Provide leadership and guidance to team supervisors, strengthening their management capability and supporting them in coaching, motivating, and developing their teams.
Define and maintain clear expectations around service quality, performance targets, and decision-making responsibilities.
Promote strong collaboration between the customer service function and wider internal teams while maintaining productive working relationships with external stakeholders.
Ensure performance targets are clearly communicated and embedded within the team culture.
Identify room for improvement within the team and implement development plans to maintain service standards and support ongoing team growth.
What’s on Offer
A supportive, people-focused culture
Clear performance expectations and development pathways
Regular salary reviews
Opportunities for progression within a growing organisation
27 days annual leave
Private Healthcare
EAP access
Salary sacrifice scheme
Day off for your birthday
If you’re driven, resilient and ready to lead from the front, we’d love to hear from you!
Contact us via email at (url removed)
Salary description
£40000.00 - £45000.00 per year