Customer Service Team Manager

Wise May are looking for a Customer Service Team Manager to lead a Customer Service Team for a Membership organisation. The role will involve overseeing the member support function, ensuring an excellent member experience and driving continuous improvement across customer service operations.This is a full-time permanent position reporting into the Head of Member Experience. Hybrid working is 3 days in the Office, 2 days working from home.Customer Support Manager Duties: Leading and developing a team of Customer Support Executives to deliver exceptional member service Responding to escalated member enquiries over phone, via email and other channels Providing clear and accurate support on standards, products and services Driving member satisfaction and retention, including handling potential leavers Following and managing the internal escalation process where queries require more complex technical support Acting as a voice of the member, championing their needs and priorities to the wider business Monitoring team performance and service standards to ensure high levels of customer satisfaction Supporting internal projects with member knowledge, outbound calling and inbound response handling when required Reviewing processes and implementing improvements to enhance efficiency and service delivery Preparing reports and analysing customer service trends, feedback and KPIs Coaching, mentoring and supporting team development through regular feedback and performance ..... full job details .....