Customer Support Manager

Gill Cooke Personnel Ltd T/A The Recruitment Group; Kidlington; On-site; GBP 60,000 - 80,000; Full time

Job summary

Gill Cooke Personnel Ltd T/A The Recruitment Group near Oxford seeks an experienced Customer Support Manager to lead a portfolio of strategic accounts and drive service excellence across the customer journey.

You will own enquiries through to resolution, build long-term relationships, coordinate with internal teams, and lead high-level customer meetings to identify growth opportunities. Security clearance and BPSS checks apply; UK right-to-work is required.

Qualifications

• 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

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 support

Account management

Service delivery

Operations

Stakeholder management

Relationship building

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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