Customer Support Manager

Ainscough Crane Hire; Wigan; On-site; GBP 40,000 - 50,000; Full time

Job summary

A leading lifting solutions provider based in Wigan is seeking an experienced Customer Support Manager to oversee daily operations of the Customer Support Team. The successful candidate will ensure exceptional service delivery, manage customer queries, and implement effective performance strategies. This full-time role offers benefits such as a company car, retention bonus, and generous annual leave.

Benefits

Bi-Annual retention bonus

Company Car / Car Allowance

24 days annual leave plus additional leave

Holiday purchase option

Group life assurance

Company Pension

Access to benefits platform

Qualifications

• Experience in managing a B2B customer service or inbound sales centre.
• Ability to identify and close sales opportunities.
• Strong operational skills in customer support.

Responsibilities

• Oversee daily operations of the Customer Support Team.
• Liase with sales teams and manage customer queries effectively.
• Conduct performance reviews and track team member performance.

Skills

B2B Customer service

Leadership skills

Strong communication

Problem Solving

Results Focused

Education

Customer/sales contact centre qualification

Tools

VoIP telephony

CRM systems

Microsoft Excel

Microsoft PowerPoint

Job description

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Customer Support Manager

Full Time, Monday to Friday

Based at Head Office, Wigan.

Ainscough Crane Hire, the UK's leader in lifting solutions, is seeking an experienced Manager to join our Customer Support team at our Head Office. With over 30 locations nationwide, we are committed to excellence in project delivery, safety, and customer satisfaction.

This role will be vital in the day to day running of the Customer Support Team, including all inbound Coordinators, Telemarketing, Internal sales and Admin functions. Overseeing and ensuring all inbound customer queries are resolved, offering solutions and delivering exceptional customer service; inbound queries, liaising with the depot network and sales teams, outbound work and account management.

Benefits for a Customer Support Manager

• Bi-Annual retention bonus
• Company Car / Car Allowance
• 24 days annual leave plus an additional day at 2 years service, 5 years service and 10 years service
• Holiday purchase, the option to buy an additional 5 days each year (via salary sacrifice)
• Group life assurance 3 x basic salary
• Company Pension
• Access to the Ainscough Advantage (People Value) benefits platform

About Ainscough Crane Hire

At Ainscough, our "Always Making the Safe Choice" ethos drives everything we do. We excel in contract lifts, crane hire, and specialist projects, ensuring projects are delivered on time, within budget, and to the highest safety standards.

Key Responsibilities

• Working closely with and supporting the Head of Customer Support in the daily running of the Customer Support Department. Reviewing and implementing customer support centre strategies and processes.
• Carrying out 1-2-1 performance & development reviews with the team, ensuring objectives are set and achieved.
• Formalise, embed and audit agreed performance SLA's for response times, efficiency, accuracy and quality. (core KPI's)
• Perform regular call coaching review sessions with the whole team to improve quality; minimise errors and track coordinator performance.
• Reviewing the performance of the team, identifying training needs and planning training sessions as appropriate.
• Ensuring all relevant communications, records and data are updated and recorded in line with agreed processes.
• Recording statistics and performance levels of the Customer Support Team and preparing reports for Dept Head.
• Create, support and deliver continuous improvement initiatives within the team.
• Liaising with Area Operations/Planning Managers/Depot managers and hire desk controllers to gather information and resolve issues.
• Oversee the customer complaint/invoice query process for the department ensuring all issues are resolved in a timely manner.
• Ensure staffing levels, including shift patterns and the number of staff required are sufficient to meet demand.
• Coaching, motivating and retaining team members. Coordinating bonus, reward and incentive schemes.
• To contribute to the recruitment, induction and training of customer Support team members based on the criteria agreed by senior management.
• Support Regional Sales Managers with the induction of new Area Sales Managers
• Support CS technology programmes as required, including roll and training needs.
• Forecasting and analysing data against budget figures on a weekly and/or monthly basis.
• Support the Head of Customer Support in wider business initiatives and projects.
• Cover for Head of Customer Support as required - annual leave etc

Person Specification

• B2B Customer service / inbound sales centre management experience.
• Ideally a customer/sales contact centre qualification
• Strong sales, customer service and operational skills
• Leadership skills
• Leading change
• Managing Conflict
• Understanding of the full end to end sales cycle.
• Ability to identify and close sales opportunities.
• Previous experience of using VoIP telephony & CRM systems

Skills/Abilities:

• Negotiation & Commercial Focus
• Strong communication, presentation and relationship building skills across all levels and functions both internally and externally.
• Leadership Skills
• Strong Computer Literacy (email/CRM/telephony/Excel & PPT)
• Excellent Organisation & Time Management skills
• Results Focused
• Self-Motivated
• Leading change
• Managing Conflict
• Influencing Skills
• Problem Solving

Performance Measurement

• Achieving set budget KPI targets
• Delivering great customer service - SLA performance
• Colleague engagement

Benefits:Company Car / Allowance & Retention Bonus