Customer Support Manager

The Recruitment Group; Harwell; On-site; GBP 40,000 - 55,000; Full time

Job summary

The Recruitment Group is recruiting an experienced Customer Support Manager near Oxford for a senior, customer-facing role. You will own a portfolio of customers, guiding their support through enquiry to resolution, while building long-term relationships and coordinating with internal teams.

The role requires extensive senior-level experience in customer support, account management or service delivery, with strong communication and stakeholder management skills, and is based on-site in the

Qualifications

• Senior-level experience in customer support, account management, service delivery or operations.
• Excellent communication, negotiation and relationship-building skills.
• Confident dealing with customers and stakeholders at all levels.

Responsibilities

• Act as the main point of contact for a portfolio of customers.
• Build and maintain strong customer relationships.
• Manage complex customer enquiries, requests and complaints through to resolution.
• Coordinate with internal teams to deliver customer support requirements.
• Lead customer meetings and manage follow-up actions.
• Identify opportunities to develop existing customer relationships and support business growth.
• Monitor customer satisfaction and drive continuous improvement.
• Manage complex situations and resolve issues effectively.

Skills

Senior-level customer support

Account management

Service delivery

Operations

Communication

Relationship-building

Stakeholder management

Job description

We are currently recruiting for an experienced Customer Support Manager to join a leading organisation based near Oxford.

This is a senior, customer-facing role where you’ll take ownership of a portfolio of customers, managing their support requirements from initial enquiry through to resolution. You’ll build strong, long-term relationships, coordinate with internal teams and ensure customers receive a consistently high level of service.

We’re looking for someone with a strong background in a senior-level customer support, account management, service delivery or operations role, ideally within the engineering sector.

Key responsibilities:

• Act as the main point of contact for a portfolio of customers
• Build and maintain strong customer relationships
• Manage complex customer enquiries, requests and complaints through to resolution
• Coordinate with internal teams to deliver customer support requirements
• Lead customer meetings and manage follow-up actions
• Identify opportunities to develop existing customer relationships and support business growth
• Monitor customer satisfaction and drive continuous improvement
• Manage complex situations and resolve issues effectively

About you:

• Extensive experience in senior-level customer support, account management, service delivery or operations
• Excellent communication, negotiation and relationship-building skills
• Confident dealing with customers and stakeholders at all levels
• Highly organised with excellent attention to detail
• Comfortable managing complex situations in a fast-paced environment
• Confident leading high-level customer meetings

The role is subject to Security Clearance (SC) and BPSS checks, and candidates will need to meet UK right-to-work and relevant export compliance requirements.

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