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We are recruiting for a Customer Support Manager to lead and oversee a customer support team for a prestigious, fast-paced client based in Elland, HX5.

This is a permanent role, and an excellent opportunity to gain permanent employment with a well established, growing company who operate nationally throughout the UK, supporting a wide range of clients within the retail, education, industrial and commercial sectors.

Duties will include, but are not limited to:

* Lead, mentor, and develop a high-performing team of customer support coordinators, fostering a culture of excellence and accountability.

* Oversee the end-to-end management of customer interactions, from initial contact and service request logging to resolution and follow-up.

* Implement and refine customer service processes and procedures to enhance efficiency, quality, and consistency.

* Act as the primary point of escalation for complex customer queries or complaints, ensuring swift and satisfactory resolutions.

* Collaborate closely with operations, field service, and technical teams to ensure seamless service delivery and effective communication with clients.

* Work with the contract management team to improve engineer productivity, manage resource planning and utilisation, and minimise engineer downtime.

* Monitor and analyse customer service metrics (e.g., response times, resolution rates, satisfaction scores) to identify trends and areas for improvement.

* Manage and optimise the use of the company's ERP system to maintain accurate customer records and service histories.

* Conduct regular team reviews and 1:1s to support individual and professional development.

* Develop and deliver training programs for the customer support team on plant & equipment knowledge, service protocols, and conflict resolution.

* Contribute to strategic initiatives aimed at improving overall customer experience, retention and loyalty.

Required Qualifications & Experience:

* Proven experience in a customer service or service management leadership role.

* Experience within the building maintenance, facilities management, or a related service sector would be advantageous.

* A relevant degree or professional qualification in Business Administration, Customer Service Management, or a related field would be beneficial, but not essential.

* Exceptional leadership and team management skills with a track record of motivating and developing staff.

* Outstanding communication (written and verbal), interpersonal, and negotiation skills.

* Strong problem-solving abilities and a calm, professional approach to high-pressure situations.

* Proficiency with Microsoft Office Suite.

* Experience with maintenance scheduling software and/or integrated service management platforms such as CAFM or ERP systems would be advantageous, but not essential.

Hours:

* Monday – Friday

* 40 hours per week

* 08.00 am to 17.00 pm

Salary and Benefits:

* Starting salary of £42,500 - £45,000 p/a (depending on experience)

* Annual performance-based bonus (>10% salary)

* 25 days holiday per annum, plus bank holidays

* Company pension, sick pay and life assurance

* Health & wellbeing program, training & development, cycle to work scheme & employee discount scheme

* Free parking

Click APPLY to submit your CV.

Due to the high number of online applications, if you have not heard from us within 7 days, your application has unfortunately been unsuccessful on this occasion.

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