Client Support Manager

InfoTrack UK; Waterloo; Hybrid; GBP 50,000 - 65,000; Full time

Benefits offered by this job

25 days annual leave

Private health insurance

Flexible working options

Work From Anywhere weeks

Referral bonus

Regular team events

Job summary

InfoTrack UK is seeking an experienced Client Support Manager to lead a small contact centre, delivering responsive, knowledgeable support and driving service improvements. The role is based in Waterloo with hybrid working after probation, and focuses on client satisfaction across the conveyancing software domain.

You will develop team capability, deepen product knowledge and ensure high-quality guidance for clients while using insights to refine processes and self-service resources.

Qualifications

• Experience leading a support or helpdesk team within software or conveyancing environments.
• Strong ability to coach, motivate and drive service quality improvements.
• Excellent communication skills with both technical and non-technical users.

Responsibilities

• Lead and develop the Client Support team to deliver timely, accurate assistance across all channels.
• Develop deep knowledge of our software, workflows and conveyancing sector requirements.
• Ensure queries are triaged, assigned and progressed to meet service standards.
• Monitor queues and trends to improve response quality and resolution consistency.
• Coach team members and set clear objectives for continual product knowledge growth.
• Keep client communications clear, professional and proactive with tailored updates.
• Resolve complex queries using product knowledge and customer process understanding.
• Identify training gaps and usability issues and work with internal teams to improve content and adoption.
• Use feedback and data to improve processes, product information and self-service resources.
• Provide operational updates to stakeholders on performance and trends.

Skills

Leadership

Coaching

Customer service

Communication

Product knowledge

Data analysis

CRM / Ticketing

Tools

CRM system

Ticketing system

Job description

Location: Waterloo (hybrid after probation)

Salary: Competitive salary, depending on your experience

Do you enjoy leading support teams that deliver exceptional customer service?

Are you passionate about helping users get the most from their software, developing high-performing teams and using customer insight to continually improve the support experience?

Our Client Support team is central to the service we provide to clients using our software across the legal and conveyancing sector.

We’re looking for an experienced Client Support Manager to join us on an initial 12-month fixed term contract. You’ll lead and develop our small contact centre team, ensuring clients receive responsive, knowledgeable and high-quality support while driving improvements in service quality, product knowledge and the overall client experience.

About InfoTrack

InfoTrack is a market-leading provider of technology solutions for the conveyancing industry, helping law firms deliver a best-in-class service to people buying and selling homes.

As our user base and product portfolio continue to grow, providing a responsive, knowledgeable and client-focused support service is more important than ever. This role will play a key part in ensuring client queries are handled effectively, customers are kept informed and feedback and support trends are used to continually improve the customer journey.

What you’ll be doing

In this role, you will:

• Lead and develop the Client Support team, ensuring customers receive accurate, timely and helpful assistance across all support channels
• Build a strong understanding of our software, customer workflows and conveyancing sector requirements to ensure support is practical, relevant and client-focused
• Ensure client queries are appropriately triaged, assigned and progressed in line with agreed service standards and customer expectations
• Monitor support queues, contact trends and ageing queries, identifying opportunities to improve response quality, resolution consistency and the overall client experience
• Manage, coach and develop team members, setting clear objectives and supporting continual improvement in product knowledge and customer service skills
• Ensure client communication is clear, professional and proactive, with updates tailored to the needs of the customer
• Support the team in resolving more complex client queries, using strong product knowledge and an understanding of customer processes
• Identify recurring questions, training gaps and usability issues, working with internal teams to improve guidance, knowledge content and product adoption
• Use client feedback, support trends and operational data to recommend improvements to processes, product information and self-service resources
• Support effective communication during service issues, ensuring customers are kept informed and reassured where their use of the software is affected
• Provide stakeholders with clear operational updates and insight on support performance, customer themes and improvement activity

What we're looking for

Proven experience leading a contact centre, helpdesk or customer support team within a software or conveyancing environment

• Experience managing support queues, customer enquiries and service standards using a ticketing, CRM or helpdesk platform
• Strong leadership, coaching and influencing skills, with a genuine drive to deliver outstanding customer service
• Excellent customer communication skills, with the ability to explain software guidance clearly to both technical and non-technical users
• Ability to build and maintain strong product knowledge and translate this into practical support guidance for clients
• Ability to analyse support trends, customer feedback and contact drivers to improve the client experience
• Experience improving support processes, knowledge content and team capability using operational data and client insight
• A positive and resilient approach, with the ability to maintain high standards in a pressurised environment

Desirable (but not essential):

• Experience working for a software service provider
• Exposure to the legal conveyancing sector

What success looks like

You’ll help create a Client Support team that delivers a consistently high-quality customer experience, with a strong focus on:

• Query resolution performance
• Knowledge base contribution and usage
• Customer feedback themes

Working Hours

• Your working week will be 37.5 hours per week, typically 9:00am - 5:30pm initially, with opportunities for hybrid working between home and our Waterloo office once your probationary period is completed.

Salary and Progression

Competitive salary, depending on your skills and experience

• You’ll also benefit from annual performance reviews, providing a clear pathway for career development and salary progression

Benefits and Rewards

At InfoTrack, we believe in rewarding our people and creating a positive workplace culture.

You’ll benefit from:

• 25 days annual leave, plus bank holidays
• Flexible working options, including hybrid working and flexitime after probation
• Private health insurance, including dental, optical and hearing cashback
• 24/7 health advice line and access to virtual GP appointments
• In-house barista: enjoy freshly brewed drinks throughout the day
• Office snacks, including fruit and refreshments
• Regular team breakfasts and lunches
• Recognition awards: £100 spot prizes for going above and beyond
• "Work From Anywhere" weeks: work remotely from a location of your choice
• Referral bonus: earn up to £2,000 for successful referrals
• Regular social events including summer and Christmas parties, hikes, pub quizzes and more

If you’re passionate about leading client support teams, delivering outstanding customer service and using customer insight to continually improve the support experience, we’d love to hear from you.

If you have any questions about the role or require any reasonable adjustments as part of the recruitment process, please let us know at [e-mail].