Customer Support Manager

Job description

About

Rare and exciting, permanent, full-time opportunity to join our client based in Stroud, who offer a collaborative, supportive and rewarding working environment where people can reach their full potential!

Our client is a leading, well-known premium sustainable brand, and due to continued growth, they are recruiting for a newly created role. You will manage an existing team of 5 (expected to grow to 8 by the end of 2026), taking a hands-on approach, leading by example and motivating the team. The role will also involve analysing data, identifying trends and improving processes to proactively prevent customer issues.

This varied role combines direct customer engagement with team management, resolving complex customer issues, developing team capability and continuously improving the customer experience.

Responsibilities:

- Lead, motivate and develop a growing Customer S team of 5 (possible increase to 8 by the end of 2026)

- Manage team performance, KPIs and service levels.

- Conduct regular one-to-ones, reviews and team coaching.

- Monitor workloads, response times and customer service queues.

- Act as the main escalation point for complex customer issues.

- Resolve complaints professionally and ensure positive outcomes.

- Take a hands-on approach to customer enquiries and support tickets.

- Deliver an exceptional customer experience across all channels.

- Work closely with other departments to resolve customer issues.

- Analyse performance data to identify trends and areas for improvement.

- Produce regular reports and recommend improvements.

- Identify recurring issues and implement preventative solutions.

- Monitor customer reviews and drive improvements in satisfaction.

- Improve processes, systems and workflows to increase efficiency.

- Identify training needs and support ongoing team development.