Customer Success Manager

BMC Recruitment Group are currently recruiting for a Customer Support Team Leader for their client in Peterlee, Durham.

You’ll oversee their support operations, drive exceptional customer experiences, and lead a high-performing team.

In this role, you will be responsible for managing day-to-day support activities, resolving complex issues, and implementing processes that enhance efficiency and service quality.

You will collaborate closely with cross-functional teams and global colleagues to ensure our customers receive timely, effective, and seamless support.
This role offers the opportunity to make a tangible impact on both customer experience and the growth of this support function, within this company.

Key Benefits:

• Career progression and internal development
• Full time 37 Hours a week
• Monday to Thursday 8.15am to 4.45pm - Friday 8.15am to 3pm
• Free parking
• 4 x death in service cover
• Private Medical Insurance (BUPA – Individual cover)
• Medicash (Health Cash Plan) – individual + up to 4 children)
• Salary Sacrifice Pension Scheme
• 2 days per year to take part in volunteering activities for a local charity of your choice
• It doesn’t stop there; you will receive access to fresh fruit daily along free tea/coffee and biscuits in the office.

  
Responsibilities/Requirements:

• Oversee the day to day performance of the customer support team
• Review data and strengthen reporting dashboards to improve visibility and decision making
• Provide coaching and 1:1 reviews to develop team capability
• Maintain compliance with defined SLA’s and drive performance against key metrics
• Handle customer complaint’s and complex technical issues
• Liaise with Customer Success and other customer facing teams to reduce repeat queries and enable a proactive approach
• Provide backup coverage cross the support functions when required

If you are a strategic leader who thrives on problem-solving, coaching teams, and improving customer satisfaction, I would love to hear from you.
Please get in touch with (url removed)

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