Customer Support Manager

Pertemps Northampton; Kettering; Hybrid; GBP 36,000 - 40,000; Full time

Benefits offered by this job

Hybrid working

Job summary

Pertemps Northampton is seeking a Customer Support Manager to lead a small team and ensure high-quality delivery of services within a professional environment.

Hybrid role based in Kettering with home and office days, offering a steady Monday–Friday schedule and a temporary contract through year-end. You will drive process improvements, manage escalations, and maintain regulatory compliance to deliver excellent customer experiences.

Qualifications

• Experience leading a customer service, service delivery or operations team.
• Excellent stakeholder management and communication skills.
• Experience working to SLAs and operational targets.
• Strong organisational skills and attention to detail.
• A proactive, solutions-focused mindset.
• Strong analytical and problem-solving abilities.
• Experience managing priorities within a fast-paced environment.
• The ability to motivate and develop team members.
• Experience within regulated environments, training, education, assessment, accreditation, apprenticeship delivery, compliance or similar sectors would be highly advantageous.

Responsibilities

• Lead, coach and develop a small customer support team.
• Manage day-to-day operational delivery and act as an escalation point for complex issues.
• Proactively manage service delivery, resource allocation and operational risks.
• Investigate and resolve customer complaints and service-related queries.
• Ensure accurate record keeping, data integrity and compliance with regulatory requirements.
• Monitor performance against service standards and SLAs.
• Support workforce planning, forecasting and capacity management.
• Drive continuous improvement initiatives across systems, processes and customer journeys.
• Support audits, quality reviews and compliance activities.
• Deliver training and guidance to team members and stakeholders where required.

Skills

Stakeholder management

Communication skills

SLAs & targets

Organisational skills

Proactive mindset

Analytical & problem-solving

Prioritisation under pressure

Team development

Regulated environment experience

Job description

Customer Support Manager

Salary: £20.88 per hour (£38'000 equivalent)

Working Pattern: Monday to Friday, 9:00am to 5:00pm

Contract Type: Temporary Contract until at least the end of the year, with the potential for extension

Location: Hybrid working between home and office location in Kettering.

About the Role

We are recruiting for a Customer Support Manager to join a professional services organisation delivering assessment and accreditation programmes. This is a fantastic opportunity for an experienced operations or customer service leader to play a pivotal role in ensuring the smooth, compliant, and high-quality delivery of services.

The successful candidate will lead a small customer support team, oversee operational delivery, manage resource allocation and workforce planning, and drive continuous improvement across customer service processes. Working closely with internal teams and external stakeholders, you will help ensure an outstanding customer experience while maintaining high levels of compliance and operational efficiency.

Key Responsibilities

• Lead, coach and develop a small customer support team.
• Manage day-to-day operational delivery and act as an escalation point for complex issues.
• Proactively manage service delivery, resource allocation and operational risks.
• Investigate and resolve customer complaints and service-related queries.
• Ensure accurate record keeping, data integrity and compliance with regulatory requirements.
• Monitor performance against service standards and SLAs.
• Support workforce planning, forecasting and capacity management.
• Drive continuous improvement initiatives across systems, processes and customer journeys.
• Support audits, quality reviews and compliance activities.
• Deliver training and guidance to team members and stakeholders where required.

About You

To be successful in this role, you will have:

• Previous experience managing a customer service, service delivery or operations team
• Excellent stakeholder management and communication skills
• Experience working to SLAs and operational targets
• Strong organisational skills and attention to detail
• A proactive, solutions-focused mindset
• Strong analytical and problem-solving abilities
• Experience managing priorities within a fast-paced environment
• The ability to motivate and develop team members
• Experience within regulated environments, training, education, assessment, accreditation, apprenticeship delivery, compliance or similar sectors would be highly advantageous.

What's in it for You?

• Hybrid working arrangement does include office days
• Monday to Friday working hours, 9:00am to 5:00pm
• Temporary contract until at least the end of the year
• Potential opportunity for contract extension
• Supportive and collaborative working environment
• Opportunity to make a significant impact within a busy operational team

If you're an experienced operations professional who enjoys leading teams, improving processes and delivering exceptional customer service, we'd love to hear from you.