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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading B2C and B2B customer support teams, focusing on performance management, process improvement, and team development. Capable of fostering a high-performing culture that prioritizes exceptional customer experience and continuous learning.
Highest-signal resume keywords
Customer Support LeadershipPerformance ManagementTraining and OnboardingProcess ImprovementStakeholder Communication
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Support ProcessesContact Centre ManagementPerformance Metrics AnalysisWorkload ManagementQuality Assurance
Soft Skills
Team MotivationOrganizational SkillsAdaptabilityProactive Problem SolvingCalm Under Pressure
Industry Keywords
B2CB2BCustomer Satisfaction (CSAT)Continuous ImprovementKnowledge Sharing
About the role
Key responsibilities & impact- Oversee the day-to-day running of the Customer Support department alongside fellow Support Managers
- Ensure performance, productivity and quality targets are consistently met
- Lead, motivate and develop the team
- Build a high-performing culture focused on accountability, continuous improvement and exceptional customer experience
- Use productivity, CSAT and quality metrics to identify performance improvement opportunities
- Support team members to succeed
- Work with the Head of Support & Onboarding to improve processes
- Strengthen quality assurance
- Build a culture of knowledge sharing and continuous learning
Requirements
What you’ll need- Experience leading B2C and B2B customer support or contact centre teams
- Strong understanding of customer support processes
- Experience managing people, workloads and resources to achieve contact centre targets
- Experience managing performance and absence within a contact centre environment
- Experience delivering training and onboarding new starters
- Experience implementing new processes and systems
- Highly organised, able to prioritise and meet deadlines
- Ability to stay calm under pressure in a fast-paced contact centre environment
- Openness to feedback and commitment to personal development
- Ability to adapt to change and bring the team along
- Confident communication with stakeholders at all levels
- Proactive approach and ability to turn ideas into action
- Right to work in the UK without restriction, or appropriate UK work authorization/documentation
- Successful completion of a thorough Experian referencing check before joining
Benefits
Comp & perks- Annual development fund
- Bi-weekly coaching with Sanctus for mental health support
- 25 days holiday plus UK Bank holidays, increasing by 1 day per full holiday year up to 32 days
- 3 months of fully-paid parental leave for new arrivals
- Hybrid working: 3 days per week in the office and 2 days remote/work from home
- Inclusive, collaborative workplace culture
- Great Place to Work certification and professional development opportunities