Customer Support Manager

Once For All Limited; Basingstoke; On-site; GBP 40,000 - 65,000; Full time

Benefits offered by this job

Wellness fund

Private Medical Insurance

Pension

Life Assurance x3

25 days holiday + 8 bank holidays

CPD

Holiday purchase scheme

Volunteering day

Employee Assistance Programme

Team offsite events

Eyecare voucher

Office perks: beverages

Job summary

Once For All Limited in Basingstoke is seeking an experienced Customer Support Manager to lead a multi-channel team delivering high-quality service to suppliers and buyers. You will translate targets into daily performance, coach staff to hit KPIs, and step in when extra support is needed.

You will also manage escalations, uphold quality standards, and drive improvements across processes and tooling, working closely with HR and governance partners.

Qualifications

• Proven experience leading a multi-channel customer support team.
• Track record of meeting service level KPIs (answer times, abandon rates).
• Strong coaching, feedback and performance management能力.
• Experience coaching and mentoring agents and junior managers.
• Experience handling escalations and formal complaint processes.
• Confident using CRM and dashboards to manage performance.

Responsibilities

• Own day-to-day performance against core KPIs (abandon, response times, first contact).
• Lead, motivate and develop the Customer Support team with 1:1s and coaching sessions.
• Act as first escalation point for unresolved queries and complaints.
• Own quality targets and ensure processes and policies meet SLA requirements.
• Oversee reporting on volumes, KPIs and trends; drive continuous improvement.
• Collaborate with other teams to maintain consistent standards and best practices.

Skills

Team management

Multi-channel support

KPI management

Coaching & development

CRM tooling (Salesforce)

Data analysis

Communication under pressure

SLA adherence

Tools

Salesforce

Job description

Role Summary:

The Customer Support Manager leads a team of Customer Support Agents and Coordinators handling day-to-day supplier and buyer queries across phone, email and live chat. You own the team's performance against service level KPIs, lead and develop your people, and make sure every query is handled to the standard our suppliers and buyers expect – resolving what you can, and escalating what you can't quickly and cleanly.

You are the first line of management for the front-line team: translating targets into daily performance, coaching agents to hit them, and stepping in when a query, a complaint, or a person needs more support than the front line alone can give.

Job Responsibilities:

1. Service level & KPI ownership

• Own day-to-day team performance against core service KPIs: no more than 5% of calls/chats abandoned; 80% answered within 20 seconds; 95% answered within 30 seconds.

• Monitor real-time and historic performance across phone, email and live chat, and adjust staffing and shift patterns intraday to protect service levels.

• Own first-contact resolution for the team, coaching agents to resolve at first touch wherever possible.

2. People leadership & coaching

• Lead, motivate and develop a team of Customer Support Agents and Coordinators, running regular 1:1s, feedback and coaching sessions.

• Run calibration sessions to keep quality standards consistent across the team.

• Identify skills gaps and put development plans and training in place, including onboarding and mentoring for new starters.

• Lead recruitment and selection activity for the Customer Support team, ensuring candidates are assessed consistently against the skills, behaviours and experience required to deliver a high-quality, relationship-led service.

3. Escalation & complaint handling

• Act as the first point of escalation for queries agents can't resolve, taking ownership through to resolution or a clean hand-off.

• Identify when a query is, or is becoming, a formal complaint, and route it promptly and correctly in line with the complaint management process.

• Track and reduce recurring causes of escalation within the team.

4. Quality, compliance & assessment standards

• Own quality review targets for the team, ensuring communication and (where applicable) document assessment/verification meet agreed accuracy and SLA standards.

• Ensure the team works within agreed processes, policies and contractual KPI requirements, including for scheme-specific work where relevant.

• Maintain audit-ready records of quality checks, coaching and training.

5. Reporting & continuous improvement

• Own team-level reporting on volumes, KPIs, quality outcomes and trends, working with the Customer Operations Coordinator to keep dashboards and trackers accurate.

• Identify recurring themes, blockers or process gaps and raise them with the wider Customer Operations leadership team.

• Champion continuous improvement in tools, ways of working and customer experience across the team.

6. Cross-team collaboration

• Work closely with other Customer Support Managers, the Complaints Manager and Customer Operations leadership to ensure consistent standards across all teams.

• Share best practice and support other teams at busy times or during resourcing gaps.

• Partner closely with HR and Scheme Governance to ensure the team's performance, capability and quality standards are best in class, with clear and consistent approaches to recruitment, development, performance management and scheme compliance.

• Champion Once for All's values of Innovation, Collaboration and Sustainability within the team.

What success looks like

In this role, you will have made the following true:

• The team consistently meets core KPIs: ≤5% abandonment, 80% answered within 20 seconds, 95% within 30 seconds.

• First-contact resolution is high, and repeat contacts and escalations are falling.

• Agents are coached, developed and supported, with clear onboarding for new starters.

• All recruitment and selection activity follows the approved process, with vacancies filled within agreed timescales and 100% of new starters completing documented onboarding, probation and competency sign-off by the required deadlines.

• Escalations and complaints are identified early and routed correctly, with nothing left to drift.

• Monthly quality and performance reviews are completed, with actions documented, assigned and closed within agreed timescales, and the team consistently meeting agreed quality, performance and scheme-compliance standards.

• Reporting is accurate, trusted and used to drive real improvement, not just recorded.

Knowledge, skills, experience & qualifications

Essential

• Proven experience managing a customer service/support team in a high-volume, multi-channel (phone, email, live chat) environment.

• Track record of managing and improving team performance against service level KPIs (answer time, abandonment, quality, first-contact resolution).

• Strong people management skills: coaching, feedback, performance management and development planning.

• Proven experience coaching, developing and mentoring customer service agents and junior managers.

• Experience handling escalated customer queries and identifying when to elevate into formal complaint processes.

• Confident using CRM/contact-centre tooling (e.g. Salesforce) and reporting/dashboards to manage performance.

• Strong analytical and presentation skills, with experience using data-driven insights to highlight risks and opportunities to business leaders.

• Excellent communication skills, calm and clear under pressure.

• Comfortable working to contractual or scheme-specific KPIs where relevant.

Desirable

• Experience in a SaaS, subscription or compliance/verification-driven business.

• Experience running calibration sessions or quality assurance frameworks.

• Experience managing coordinators or administrative support roles alongside agents.

• Experience leading innovative projects that enhance customer service through technology, automation or AI.

What we offer:

As well as a career in a fast paced environment within a expanding business, we also offer the below benefits as standard:

• Wellness fund or *Private Medical Insurance (dependent upon role)

• Pension

• Life Assurance x 3

• 25 days holiday plus 8 Bank Holidays

• Ongoing continual professional development (CPD)

• Holiday purchase Scheme up to 5 days

• 1 paid and 1 unpaid volunteering day

• 24/7 and 365 Days Employee Assistance Programme

• Team and company offsite events

• Specsavers eye care voucher

• Free Tea, Coffee and fruit every week – Basingstoke office