Customer Support Manager

Anderson Recruitment Ltd; Stroud; On-site; GBP 42,000 - 54,000; Full time

Job summary

Anderson Recruitment Ltd is partnering with a premium sustainable brand in Stroud to recruit a hands-on Customer Service Team Leader. You will lead a growing team, analyze data to improve service levels, and drive process improvements across touchpoints to prevent issues.

The role blends coaching, performance management and direct customer engagement, with a focus on delivering an outstanding experience and cross-department collaboration.

Qualifications

• Experience leading a customer service team.
• Ability to analyze data and spot trends.
• Proven track record of improving processes.
• Strong communication and interpersonal skills.
• Experience handling escalations and complex issues.

Responsibilities

• Lead, motivate and develop a growing Customer S team of 5 (possible increase to 8 by the end of 2026).
• Manage team performance, KPIs and service levels.
• Conduct regular one-to-ones, reviews and team coaching.
• Monitor workloads, response times and customer service queues.
• Act as the main escalation point for complex customer issues.
• Resolve complaints professionally and ensure positive outcomes.
• Take a hands-on approach to customer enquiries and support tickets.
• Deliver an exceptional customer experience across all channels.
• Work closely with other departments to resolve customer issues.
• Analyse performance data to identify trends and areas for improvement.
• Produce regular reports and recommend improvements.
• Identify recurring issues and implement preventative solutions.
• Monitor customer reviews and drive improvements in satisfaction.
• Improve processes, systems and workflows to increase efficiency.
• Identify training needs and support ongoing team development.

Skills

Team leadership

Data analysis

Customer service

Communication

Problem solving

Job description

Rare and exciting, permanent, full-time opportunity to join our client based in Stroud, who offer a collaborative, supportive and rewarding working environment where people can reach their full potential!

Our client is a leading, well-known premium sustainable brand, and due to continued growth, they are recruiting for a newly created role. You will manage an existing team of 5 (expected to grow to 8 by the end of 2026), taking a hands‑on approach, leading by example and motivating the team. The role will also involve analysing data, identifying trends and improving processes to proactively prevent customer issues.

This varied role combines direct customer engagement with team management, resolving complex customer issues, developing team capability and continuously improving the customer experience.

Responsibilities:

• Lead, motivate and develop a growing Customer S team of 5 (possible increase to 8 by the end of 2026)
• Manage team performance, KPIs and service levels.
• Conduct regular one‑to‑ones, reviews and team coaching.
• Monitor workloads, response times and customer service queues.
• Act as the main escalation point for complex customer issues.
• Resolve complaints professionally and ensure positive outcomes.
• Take a hands‑on approach to customer enquiries and support tickets.
• Deliver an exceptional customer experience across all channels.
• Work closely with other departments to resolve customer issues.
• Analyse performance data to identify trends and areas for improvement.
• Produce regular reports and recommend improvements.
• Identify recurring issues and implement preventative solutions.
• Monitor customer reviews and drive improvements in satisfaction.
• Improve processes, systems and workflows to increase efficiency.
• Identify training needs and support ongoing team development.
• Previous experience managing a team- Enthusiastic, positive influence- Comfortable dealing with complaints- Able to analyse data to spot patterns- Strong communication and interpersonal skills- Ability to multitask, prioritise, and manage time effectively