Customer Support Manager

JR United Kingdom; Reading; On-site; GBP 40,000 - 45,000; Full time

Job summary

A leading company in the aviation workwear sector is seeking a Customer Support Manager to lead a motivated team in Reading. The role involves managing customer service operations, ensuring a smooth customer journey, and collaborating with internal stakeholders. This position offers opportunities for career development within a supportive company culture.

Benefits

Quarterly bonus scheme

25 days holiday

Qualifications

• Demonstrated track record in customer service/success roles.
• Leadership & coaching experience in customer service.

Responsibilities

• Managing a team of three Customer Support Executives.
• Supporting B2B clients across aviation and commercial sectors.
• Coaching and mentoring team members.

Skills

Customer Service

Leadership

Coaching

Communication

Job description

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• New customer service leadership role working for a market leader in the aviation workwear & apparel sector
• Managing a team of three motivated and experienced Customer Support Executives in Reading
• Supporting B2B clients across aviation client base, as well as commercial & construction sectors
• Working closely with the senior leadership team to shape customer journey strategy
• Coaching, mentoring, and management role
• Brilliant company culture with a 'customer first' attitude!

Customer Support Manager

The Role: Heathbrook Workwear Solutions are market leaders in providing workwear, uniform, and PPE solutions to the aviation & commercial markets across the UK & Europe. They have an excellent supply chain with many major brands and manufacturers ensuring their offering is comprehensive for all applications across airports, airlines, and emergency services within the aviation sector.

As a Customer Support Manager at Heathbrook, your role will be primarily leading a team of three experienced customer support representatives within the Reading office. Service is what sets Heathbrook apart from their competitors, and as such, this vital role is the beating heart of their 'customer first' approach. The role is internally based, but there are opportunities to visit key accounts face to face from time to time, as well as possible flexibility for some remote working where required. In addition to managing the team, the Customer Support Manager will also have responsibility for the top two clients in the business as the nominated Customer Support contact. This involves being a player manager to ensure the success of the team and the business.

You will work closely with internal stakeholders across sales, marketing, and manufacturing, which is all in-house with their design & embroidery services. You and your team will be ensuring a smooth customer journey through constant communication via phone, video, and email throughout the customer experience.

The role is 40 hours per week, 8-5 Monday through Friday.

The Company: Heathbrook Workwear Solutions are a family organization with 20 years of trading, based in Berkshire. They partner with suppliers like Regatta Professional, U-Power, and Mascot, and are specialists within the aviation industry, supplying workwear, uniforms, and PPE across the UK & Europe. Their customer experience distinguishes them from competitors, supported by their in-house uniform design department and a team-oriented culture. They have a strong track record of career development from within, long service, and high regard in the workwear industry.

We are looking for individuals who meet the following criteria:

• Demonstrate a track record in customer service/success roles
• Leadership & coaching experience within that field
• Ideally some background in workwear, PPE, or apparel sectors
• Experienced in communication via email, phone, and face-to-face meetings
• Professional & personable approach

Salary: £40,000-45,000 basic salary DOE + quarterly bonus scheme + 25 days holiday

Candidate Location: Commutable to Reading