Customer Success Manager (Swanley, Kent)

Better Staff Recruitment; Swanley; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading recruitment agency is seeking a Customer Success Manager in Swanley. The successful candidate will manage client onboarding, foster strong relationships with clients, and oversee the customer support team. Ideal applicants will have strong problem-solving skills, experience with high transaction volumes, and a background in people management. A can-do attitude and excellent communication skills are essential for delivering high-quality service and supporting staff effectively.

Qualifications

• Proven experience of managing and developing teams.
• Exceptional communicator through various channels.
• Ability to work independently and as part of a team.

Responsibilities

• Oversee client onboarding and development processes.
• Manage and grow national account revenue.
• Ensure quality control for reports handled by affiliates.
• Supervise and develop the customer support team.

Skills

Team management

Communication skills

Problem solving

Multitasking

Customer relationship management

Tools

HubSpot

Job description

Location: Swanley, Kent, South East, UK

Our client, located in Swanley, is seeking an extremely driven, well organised, goal orientated, nurturing, Customer Success Manager with the ability to solve problems and possess excellent people management skills. You must understand technology, high volume transactions and have a great understanding of customer service driven businesses. Extensive experience in Property Management is essential. The role: Reporting to the Head of Operations and working closely with other Managers, the role is to ensure the smooth and efficient management and delivery of services to all national clients by way of the franchise and affiliate network. The role is both external and internal facing, managing the process from client adoption throughout the whole client journey. This will include growing and managing the affiliate network and working with the franchisees to ensure the needs of the national accounts are met. A critical skill of this role is the ability to manage, nurture and support your team ensuring process and procedures are put in place to deliver the high level of service expected, solve day to day problems, manage complaints and ensure excellent communication and overall support of the national network. You will be required to work harmoniously alongside other members of staff to ensure all target and KPIs are met and develop strong internal and external relationships. You are expected to maintain the client facing company culture and image by being professional, helpful, supportive, informative and to ensure that services are delivered against the agreed SLA with minimal complaints.

As part of this role, you will be responsible for:

• Onboarding and development of new clients
• Growing national account revenue
• Managing client pricing
• Complaint management
• Training and ongoing mentoring of new members of client (Operations) team
• Sourcing, onboarding and arranging necessary training for affiliates in areas where needed
• Overall management of all national accounts
• Identifying opportunities for additional services to existing accounts
• Liaising with Franchise Network Manager to introduce new reports/services as identified
• Liaise with all national accounts regularly for feedback and to build relationships
• Ensuring regular visits are made with clients personally or by other staff members
• Take on responsibility of QC for all reports (affiliates) within the Ops team and liaise with other team members to ensure quality is managed
• Internal communication of key accounts to other team members
• Supervising, managing and developing the customer support team
• Motivating and leading the team members by developing their skills, clarifying requirements, offering support and encouragement, and providing helpful feedback

Skills required:

• People manager with proven experience of team management and development to meet exacting standards
• Positive, outgoing personality with a can‑do attitude
• Problem solver, multitasker, finisher
• Exceptional communicator across telephone, electronic and face to face channels
• Ability to work as part of a team as well as independently
• Working experience of high volume, low margin services
• Ideally knowledge of franchise or subcontract third party networks
• Experience working in small companies where active involvement in various roles is a prerequisite
• Out of the box thinker
• Good attention to detail with strong interpersonal skills
• Process and system orientated
• Ability to multi‑task and prioritise workload
• Excellent reporting skills, able to deliver relevant reports and analysis succinctly and clearly

Candidate criteria:

• Passionate, energetic, positive, enthusiastic, and capable of working in a team environment
• Good knowledge of using software systems (proprietary and off the shelf such as HubSpot)
• Excellent customer facing and relationship building skills
• A good manager of people, someone who understands problems, develops a process and can roll out to their team
• Able to lead your team by taking the pressure off, nurturing and developing them to become more accountable
• Collaborative and supportive, able to relate comfortably to colleagues of different seniority and backgrounds across the Company
• Able to work on own initiative with minimal supervision
• Good written and verbal communication skills
• Good verbal and written presentation skills

Please note: Due to the high volume of CVs we receive it is not viable for us to respond to individuals. If you have not received a response within 7 days then please kindly assume your application has been unsuccessful in this instance.