Customer Service Manager - Lead, Mentor & Member Experience

Insight Select; London; Hybrid; GBP 49,500 - 60,500; Full time

Benefits offered by this job

Pension contributions

Healthcare

Dental insurance

Cycle to work scheme

Bonus

Job summary

A leading membership organisation is seeking a Customer Service Manager in London to lead the support and retention team. The role involves developing customer service strategies, mentoring staff, and ensuring high-quality member interactions. The ideal candidate will have over 5 years in customer service, with significant leadership experience. Offered benefits include a competitive salary of £55,000, hybrid working, pension contributions, and healthcare options.

Qualifications

• Minimum of 5 years’ experience in customer service or support roles.
• At least 3 years in a managerial or leadership position.
• Proven track record in managing customer service teams.

Responsibilities

• Provide leadership and mentorship to the support and retention team.
• Coach and mentor team members to support professional growth.
• Engage in member interactions and handle escalations.
• Set and monitor individual and team performance metrics.

Skills

Leadership

Coaching and Mentoring

Communication

Customer Service Strategies

Performance Metrics Management

Tools

CRM Systems

Job description

A leading membership organisation is seeking a Customer Service Manager in London to lead the support and retention team. The role involves developing customer service strategies, mentoring staff, and ensuring high-quality member interactions. The ideal candidate will have over 5 years in customer service, with significant leadership experience. Offered benefits include a competitive salary of £55,000, hybrid working, pension contributions, and healthcare options.