Customer Support Manager

What will you do? Make an impact!

The Customer Support Manager provides day-to-day leadership and development of the Customer Support Advisor team. The role ensures that all customer interactions, transactions, and tasks are carried out in accordance with our Order-to-Cash processes. The Manager oversees all activities to ensure timely, accurate, and high-quality customer support, collaborating closely with sales, operations, and other support functions. They are responsible for ensuring the correct completion of regulatory and commercial documentation and for delivering customer requirements profitably, on time, in full, and right the first time.

Main Duties/Responsibilities

• Lead, coach, develop and support a team of experienced Customer Support Advisors, as well as manage on-boarding and training of new team members.
• Monitor staff performance, set targets, allocate duties and delegate effectively.
• Maintain strong relationships with customers through written, telephone, and face-to-face communication.
• Develop and enhance processes to increase operational efficiency and support business growth and take lead roles in implementation/test of new systems & processes.
• Ensure all sales orders, producers, intercompany transactions, labels, NCRs, invoice queries and invoicing tasks are completed accurately and daily.
• Liaise with Transport, Operation, and other internal departments to ensure customer expectations are fulfilled, ensuring accurate documentation, transport arrangements and product availability align with customer needs.
• Support the Sales and Account Management teams by providing timely ad hoc reports when required.
• Travel to customer meetings—occasionally outside office hours and with overnight stays as required.
• Take on additional responsibilities as needed in line with the evolving needs of the business.

Do you have what it takes?

• Proven experience in a customer service leadership role, ideally within a fast-growth environment.
• High level of proficiency with CRM systems, SAP, Microsoft Excel and Microsoft Office.
• Experience delivering high-quality customer support and service excellence.
• Logical, analytical approach to problem-solving and decision-making.
• Strong ability to motivate and develop a high-performing team.
• Strong communication with interpersonal skills.
• Continuous improvement mindset with the ability to streamline processes.
• Strong organisational skills and the ability to manage a constantly changing workload.

What’s in for you?

• Competitive salary and bonus – up to £37,000 (dependent on experience)
• Contributory Pension
• Flexible benefits (access to our benefits platform for discounts and cash back on shopping purchases, gyms and leisure activities, cycle to work scheme and dedicated wellbeing centre)