Customer Support Manager - Lead Team & CX Excellence

DGWGO Limited; Dalbeattie; Remote; GBP 29,000 - 35,000; Full time

Benefits offered by this job

31 days annual leave

Enhanced company pension

Regular social events

Charity events and fundraising

On-site parking

Inclusive and equal opportunity work环境

Job summary

ETB Technologies in Dalbeattie, Scotland, is seeking a Customer Support Manager for maternity cover. This full-time, office-based role leads a small service team, delivering responsive after-sales support and maintaining high customer satisfaction.

Office hours are 08:30–17:00, Monday to Friday, with a focus on process improvements and cross-department collaboration. You will oversee the resolution of customer queries, identify trends, and enhance both customer experience and internal processes.

Qualifications

• Previous experience managing or supervising a customer service team.
• Strong leadership and people-management skills.
• Excellent communication and cross-department collaboration abilities.
• Analytical and data-driven approach to identify trends and improvements.

Responsibilities

• Lead, support and develop the Customer Service team to deliver excellent customer service.
• Manage daily workloads and ensure customer queries are resolved efficiently.
• Act as escalation point for complex queries and support effective problem resolution.
• Analyse data to identify trends, root causes and opportunities for improvement.
• Collaborate with other departments to resolve issues and implement process improvements.
• Manage team performance through objectives, KPIs, coaching and development.
• Handle day-to-day people responsibilities including absence, appraisals and performance.

Skills

People management

Customer service leadership

Leadership

Communication

Analytical skills

Problem solving

KPI & performance management

Job description

ETB Technologies in Dalbeattie, Scotland, is seeking a Customer Support Manager for maternity cover. This full-time, office-based role leads a small service team, delivering responsive after-sales support and maintaining high customer satisfaction.

Office hours are 08:30–17:00, Monday to Friday, with a focus on process improvements and cross-department collaboration. You will oversee the resolution of customer queries, identify trends, and enhance both customer experience and internal processes.