Customer Support Manager

Overview

Based at Head Office, Wigan. Ainscough Crane Hire, the UK''s leader in lifting solutions, is seeking an experienced Manager to join our Customer Support team at our Head Office. With over 30 locations nationwide, we are committed to excellence in project delivery, safety, and customer satisfaction.Full TimeKey Responsibilities

Working closely with and supporting the Head of Customer Support in the daily running of the Customer Support Department. Reviewing and implementing customer support centre strategies and processes.Carrying out 1-2-1 performance and development reviews with the team, ensuring objectives are set and achieved.Formalise, embed and audit agreed performance SLA''s for response times, efficiency, accuracy and quality. (core KPI''s)Perform regular call coaching review sessions with the team to improve quality; minimise errors and track coordinator performance.Reviewing the performance of the team, identifying training needs and planning training sessions as appropriate.Ensure staffing levels, including shift patterns and the number of staff required are sufficient to meet demand.Coaching, motivating and retaining team members. Coordinating bonus, reward and incentive schemes.To contribute to the recruitment, induction and training of customer Support team members based on the criteria agreed by senior management.Forecasting and analysing data against budget figures on a weekly and/or monthly basis.Support the Head of Customer Support in wider business initiatives and projects.Cover for Head of Customer Support as required - annual leave etc.Person Specification

B2B Customer service / inbound sales centre management experience.Ideally a customer/sales contact centre qualificationStrong sales, customer service and operational skillsLeadership skillsLeading changeManaging ConflictUnderstanding of the full end to end sales cycleAbility to identify and close sales opportunitiesPrevious experience of using VoIP telephony and CRM systemsSkills/Abilities

Negotiation and Commercial FocusStrong communication, presentation and relationship building skills across all levels and functions both internally and externally.Leadership SkillsStrong Computer Literacy (email/CRM/telephony/Excel and PPT)Excellent Organisation and Time Management skillsResults FocusedSelf-MotivatedLeading changeManaging ConflictInfluencing SkillsProblem SolvingPerformance Measurement

Achieving set budget KPI targetsDelivering great customer service - SLA performanceColleague ..... full job details .....