Customer support manager

The Customer Support Manager will lead the BCIS Support team to ensure that clients receive timely and comprehensive assistance with the technical aspects of BCIS products or services. They will work with the team to increase customer satisfaction and retention, provide administrative support to the Sales and Marketing team and manage the core activities of our Data Collection function.

• Lead and manage an engaged, high performing team
• Implement relevant processes and structures to ensure effective administration and technical support
• Develop clear and measurable KPI’s aligned to business plan delivery
• Daily management of workloads to ensure adherence to strict SLAs and data accuracy
• Weekly coaching with team members reviewing calls and emails providing support to ensure team members are capable and confident in their role, clients receive the best experience possible and revenue opportunities are uncovered
• Performance management to support and develop individual team members.

Team meeting and exceeding SLA targets driven by:

• An accurate and prioritised workload
• Consistent coaching led conversations
• A rigorous and consistent Quality Assurance process
• Implementation of process and structures with visible reporting daily, weekly, monthly
• Developing customer satisfaction goals and coordinating with the team to meet them
• Drive Data Collection with new and existing contributors through relationship management pre and post purchase to ensure the Data Collection team exceeds targets
• Explore and enable new data collection activities to continually improve our product offering
• Regular customer insight gathering and sharing across team and business
• Continual improvement of processes and procedures.

• Experience in providing excellent customer service support
• Excellent oral, written, and interpersonal abilities
• Working knowledge of reporting platforms and CRM systems (Zoho One and related modules desirable)
• Well-developed problem-solving skills with the ability to remain impartial
• Affinity for multitasking with precision
• Alignment with our company’s values
• Confident and motivated self-starter with a flexible and agile approach.

• Flexible working – a blend of London HQ and work from home options
• Salary plus benefits package (Healthcare, pension etc.)
• Being part of a friendly team committed to providing an excellent service to our customers.