Customer Support Manager

LTA; London; On-site; GBP 35,000 - 55,000; Full time

Job summary

The LTA is seeking a Customer Support Manager to transform how they engage with tennis communities through efficient and customer-focused support mechanisms. This role emphasizes leadership in creating a culture of continuous improvement and leveraging technology to enhance service delivery across the organization.

Benefits

Enhanced maternity benefits

Diversity and inclusivity initiatives

Qualifications

• Experience leading customer service teams with a focus on transformation and efficiency.
• Strong understanding of customer engagement strategies and technology implementation.
• Ability to develop team culture and operational efficiencies.

Responsibilities

• Lead and develop efficient customer support solutions using digital technology.
• Ensure high quality customer engagement and leverage team performance data.
• Manage relationships with stakeholders to balance competing priorities.

Skills

Leadership

Customer Centricity

Change Management

Analytical Skills

Tools

Salesforce

Job description

Join to apply for the Customer Support Manager role at LTA

Join to apply for the Customer Support Manager role at LTA

This range is provided by LTA. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Hey! We’re the LTA and we’re pleased to meet you!

Our vision is ‘Tennis Opened Up’, and our mission is to transform communities through tennis, focusing on three areas – making tennis welcoming, enjoyable and inspiring to everyone.

The Role

Our vision is ‘Tennis Opened Up’, and our mission is to transform communities through tennis, focusing on three areas – making tennis welcoming, enjoyable and inspiring to everyone.

The LTA Customer Support team is an integral part of our business, playing a crucial role in supporting a wide range of tennis customers and colleagues by delivering high quality customer centric support.

As the team Manager you will lead and develop a way of working that delivers significant change through efficient and effective customer support solutions both internally and externally. Working in partnership across the business and particularly with our internal digital and technology teams as well as the rest of the Tennis Development directorate, this role will ensure that the business’ external customer engagement is managed as efficiently as possible.

This role will be central to the successful implementation of key aspects of the LTA’s Digital Strategy to deliver significant change in how we service customers, enabling a greater degree of self-service, and by providing effective delivery support across the Tennis Development directorate and wider business. It will also have a role in supporting and driving greater efficiencies in administrative processes across the business.

Please note, applications close at midnight on Wednesday 25th June 2025.

First stage interviews will be taking place via Microsoft Teams on 3rd and 4th July 2025.

Final stage interviews will take place in-person at the National Tennis Centre on 11th and 14th July 2025.

Key Accountabilities

Strategy and Leadership

• Lead transformational change across the LTA Customer Support team and business more broadly in how we provide a customer centric support service but ensuring this is delivered in a modern and highly efficient way. In particular, ensuring we take advantage of new AI capabilities appropriately.

• Develop and drive team behaviours, culture, and working methods which exemplify and showcase this change to the rest of the business and which are rooted in the LTA Values.

• As a team and as a leader, be ambassadors for Tennis Opened Up, positively promoting the sport and those that work and volunteer within it, including taking responsibility for supporting the successful delivery of the business dashboard and priority activities.

• Act as and champion the ‘Voice Of The Customer’ throughout the business collecting a rounded view of our customer support and use this to support decision making across the business.

Quality and Continuous Improvement

• Lead the further development and use of management information, performance data, insights and feedback to drive continuous improvement in performance and ways of working.

• Ensure effective quality assurance of team and individual performance, a culture of continuous improvement and actively drive performance through coaching, support and driving a customer-centric ethos within the team.

• Continuously identify and develop efficiencies of working across all LTA Customer Support Team processes and systems and the business more broadly in the servicing of customers, especially through full implementation and utilisation of Salesforce capability and future technology.

• Manage the LTA complaints management process to ensure both appropriate and rapid responses, and that relevant lessons are identified and shared as necessary with the wider team and business.

Service Delivery and Team Management

• Proactively plan and allocate LTA Customer Support team capacity across internal and external customer requirements to achieve agreed service levels for the business and to make maximum impact on Business Dashboard targets and Priority Activities.

• Working with, and managing relationships effectively with, key stakeholders within and outside the business; understanding, balancing and communicating around competing priorities.

• Provide an internal point of expertise/consultancy across the business to help drive forward change, ensuring a high quality and consistent approach to our service delivery across all LTA customer touch points and audiences, and support the operational delivery of key programmes and initiatives as required.

• Work with the team and the rest of the business to ensure a high degree of relevant knowledge of business activity is maintained and up-to-date. Develop and maintain effective and engaging training material, on-brand email templates, procedure documentation and online service content to reflect business priorities.

• Ensure the team have the required skills to work confidently in a fresh approach to customer service, putting technology and digitalisation at the heart of our way of working.

• Develop a broad understanding of key LTA products and programmes, and how they are delivered, in order to be able to provide appropriate support both to colleagues and customers in order to resolve enquiries quickly and effectively.

Life at the LTA

The LTA, through its vision 'Tennis Opened Up', is committed to creating an inclusive environment where all colleagues feel included and a strong sense of belonging. We particularly welcome applications from people from ethnically diverse communities, deaf and disabled people, members of the LGBTQ+ community and people with lived experience of the UK's many and varied communities.

Read some of our colleague testimonials below and find out more here

• “As a new mum, I’ve appreciated the LTA’s newly enhanced benefits, which have supported me during maternity leave and in my return to work. In total, I have been with the LTA for four years and love the diversity of my role.”
• “Everyone's respected in terms of the culture, ethnicity, and the background, so you don't feel inequal in any capacity. I remember how supportive my team had been during Ramadan, being fully understanding of its requirements and flexible with my work schedule.”
• “As a new starter at the LTA, my experience has been overwhelmingly positive. Being a tennis fan, I was excited to join the organisation, and from day one, I’ve been impressed by everyone’s dedication to our mission of “Tennis Opened Up”, as well as promoting diversity, inclusion, and sustainability”

Find out more about the role, and our amazing LTA benefits via the link provided.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

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