Customer Support Manager

SF Partners are supporting a brilliant, established Coventry (CV6) based business in recruiting a Customer Support Manager. This role will suit a hands on, customer focussed individual who has a real focus on continuous improvement and promoting an outstanding customer experience across the department. Salary: £40,000 Working hours: 37.5 hours per week with a 30-minute lunch break, working between the core hours of 07:00 and 19:00 in line with business requirements Hybrid following training period + Main duties - Lead the day-to-day operations of the customer support team - Support the Head of Customer Support in delivering strategic department goals - Own and drive departmental KPIs including SLA performance, customer satisfaction, quality and productivity metrics - Manage customer escalations and complaint resolution to ensure positive customer outcomes - Support workforce planning, resource allocation and absence management to maintain operational performance - Collaborate across teams to ensure clear communication and consistent processes - Ensure compliance with company policies, GDPR requirements and customer service standards - Identify and implement continuous improvement initiatives to enhance customer experience and operational efficiency - Drive engagement, performance discussions and training across customer service, processes and soft skills - Conduct regular performance reviews, coaching sessions and development plans for team members - Work flexibly to meet changing business and customer needs + Responsibilities and objectives - Proven experience leading customer service or contact centre teams - Strong analytical skills and the ability to turn data into actionable insights - A strategic mindset with confident leadership ability - A strong commitment to delivering an excellent customer experience